Wrongfully deduction money

I assisted my 18 year old to open an account. At first, before she even used the card, funds will be sent to her but there would be deductions. I went with her to Alberton branch after I've called numerous times. Alberton staff failed to explain what those deductions were, which was alarming as I'd like to think you send your staff for training so they can be able to assist. Is this how you operate when a younger generation opens an account with you? Because there is no way an 18 year old could have such deductions. Worse, when I told the staff to close the account since well they had no clue, they tried to assist me to close it and that worried me that as business you are not bothered by losing clients. I need answers and how you will refund her the money lost.