Enquires knows nothing

I went to the bank and load a Old Mutal onto my son's account to make ATM transfers, and I could do it because the type of account I have can not have debitorders going off, and I was not informed. So today 24/08/15 I wentto the ATM to do the transfer and the details of Old Mutual went missing, it does not reflect on the account I went into the bank by die Enquires and the ladies there in fact all of them just said \WE DON'T KNOW??? So now I have to go back to the bank and load again......I need to know what is going on in the banks...do we now leave the client to solve the puzzle all by themselves???"