Complaint

My mom went into standard bank jubilee mall to open an account on which she wanted to save for nine months and the account was opened and terms and conditions were not explained to her, a month later when she wanted to deposit she couldn't went into the branch and she was told she can't deposit into the account and she ask them to refund her money back as she can't invest that amount and was advised she has to wait 9 months. She did on the day the money was supposed to mature she received an SMS saying the money will mature in 2019 as it has been re invested without her knowledge on arrival at the branch they could not explain as to why is this happening and she had to stand on the question for the past 6 hours now to be assisted,why should she go up and down for her money,why take a sickly woman on the que for 6 hours?? The branch manager couldn't assist. When did standard bank service become so poor??