No Concern for the Elderly - DISGUSTING SERVICE!

My mother retired from public service earlier this year (February) and, although she had saved up sufficient cash to live by, the processing of her pension took longer than she had anticipated therefore she was unable to ensure sufficient money was in her account for all debit orders for the month of May 2019.

We managed to make manual payments for ALL accounts except for Oakhurst because a consultant (unfortunately I didn't get a name) said that they do not receive manual EFTs, Problem number 1. I then requested that they change the account details from hers to mine which I was told was done however when I called again to request that they rerun the debit order the consultant I spoke to (Nikiwe) refused to help me because they need a power of attorney from my mom to allow me to transact on her account (something that the first consultant that originally changed the account details did not mention). After she got this power of attorney (27 May) she then allowed me to transact on the account - 2 debit orders went off on my account on the 30th of May for the month of June and on 3rd of June prorated to cover the period in May when the insurance was reinstated. We should have been square at this point HOWEVER they RERAN THE DEBIT ORDER ON MY MOM'S ACCOUNT AGAIN on the 5th of June. When I called to complain the new consultant (Siyamthanda) said that the change takes between 3 - 10 business days and it was not yet effective.

My issues are as follows: 1. Nikiwe did not inform us of the 3 - 10 business days however she knows this (I assume since she works there and is so well versed on procedures that she made us get a POA before I was allowed to transact on the account) therefore why would she KNOWINGLY run the manual debit order when she knows the system will take money from my mom's account again??? She should have RATHER informed us and then advise that we put money in the account as the change will only be effective from the next month. 2. Who will pay the money now that my mom's account is in overdraft? Who is responsible for those charges?

When I asked Siyamthanda as per 2 above she suggested we send a bank statement as proof (why do they need proof because she said she can see that it was returned as unpaid on the system???) and she will liaise with her manager (who, mind you, might or might not approve a refund). When asked who will pay for that statement because that is a fee as well she had no answer for me.

I. AM. LIVID!!!!!!!!!!!!