Money Account not functional/blocked?

Good day I opened a money account account for my mom a few months ago. Last week we found that we could no longer login to the account. I went to the Southdale branch with her this past Saturday to have the online password reset. When I tried the password this morning I was unable to reset the password (it kept giving me the same error). An EFT deposit was also made to her account a few days ago which has been returned. Please explain what the problem is with her account?