Bad service

My mom went there to do a transfer only to find out an error was made by the consultant that assisted her , that is not the issues errors can happen to anyone , but when my mom went kempton Park festival mall branch to complain she was told the consultant is not there and then she requested to speak to the manager she was told the manager is in a meeting ..And left her details to be contacted it was end of business my mom was not contacted ..I mean if the manager is not available you call the second person in charge , or you redirect the client to channels for complaints , like there is a number or a email address but she was not even offered that opportunity ..taking an advantage of a 67 a year old