Worst bank to deal with - Nedbank

Absolutely shocking. For weeks now we have been trying to get assistance for my elderly mother to withdraw part of her small investment urgently, in order to survive. Nobody at Nedbank makes use of email, can you believe that?! They refuse to give email addresses. When you try to phone the branch, you automatically go through to a call centre. After a struggle, they put you through to the branch. When you ask to speak to a consultant, they put the phone down in your ear. My mother has spent hundreds of rands calling Nedbank over the past few weeks, just to get cut off. Absolutely the most shocking service I have ever experienced. They DO NOT want to assist, they are lazy and they are very rude. If anyone knows how I can speak to a lady called Debra of Deborah (not sure of the spelling) at the Krugersdorp branch (Key West shopping centre) please advise.