Frozen account due to ***** Case

My Aunt whose account is frozen due to alleged ***** case she is not aware went to SASSA to request a statement stating how much was debited into her account so that she can open a case at the Police because now she's not getting her disability grant. At the offices they refused to help her, I then emailed them requesting for assistance but they took the whole month to respond. Even their call centre didn't help at all