Delay to release the money

Im writing this complaint on behalf of my Mother Margret Golebileone Thogomusi. She has money saved at Post Bank . The Account number is ***. Last year on the 28 December 2023 i accompanied her to withdraw the money from Post Office at Hars****er Branch but was informed that the money she is requesting is a huge sum of money and cannot be issued on that day and that what is needed is for her to make a booking for her money. She was told to submit the certified copy of her ID, fill in the deposit slip with the money required and leave the post bank book within the branch and she they will call her and let her know when to collect the money. We went there to Hartswater branch three times and we were told the money is not yet available and they are not sure when will it be available. Today is the 18 January 2024 and yet there is no correspondence from Post Office regarding the release of my mother's money. Can someone assist and intervene so that my mother's money can be released to her, she worked very hard for that money and she had plans to do with that money but the delay from post office is unbearable, was it a crime for my mother to save her money at post bank???