Terrible service , inconsiderate behavour

Good day . i am writing this terrible review on behalf of my mother Monica Mboqe who has a tax free savings account (details policy no.69668p***) with old mutual. my mother went into the old mutual branch at maponya mall to request her savings plan be reinstated and funds be deducted monthly, she was assisted by a Lady by the name of Masechaba who told my mom she doesn't have any savings plan with them and therefore she needs to open a new account. my mom did that and month she was shocked to see two separate debit orders go off on her account for old mutual for an amount of r400 each , she went back to the branch where she was told they could pick all her accounts and were also surprised why would their own consultant open another account for the member, my mother was inconvenienced and when she asked them where is this lady and why would she do such .she was not available now my mother has to wait 7working days to get her own money back that was wrongfully taken by someone who wanted to make a sale and didn't consider other people's finances . such services is completely unacceptable and poor. old mutual did not even apologies to my mother who wasted her time & money by going there to report this . can old mutual representative contact my mother and apologies and offer better services or she will leave them