Disappointed

Hi so disappointed with the bank my mom she is been using nedbank for ages today she went to the bank to withdraw money from her 32 days notice cause she needed money to pay for my car repairs she was told she can't withdraw.I really don't understand that cause we all no you can do it and the is penalty that you a going to pay or maybe it's she is grow woman so the bank so it easy to tell her no with her money we need that money.