Misrepresentation of bank account information

Standard Bank Riversquare branch omitted to furnish us with full information as to the FICA Block process. My mother's account was blocked in November 2025 due to expiry of her permit, as we approached the branch on 30 Nov 2025. We explained that we were in the process of applying for a Permit with Home Affairs and was advised to provide the necessary documentation. We were being assisted by Ms. Meisie Mhlango when she informed us that she would furnish us with the required documents and necessary procedure via email on 12 December 2025. We only received the email on 22 December 2025 from Ms. Mhlango detailing that submission of documents or closure of account was to be done by 15 December 2025, no further explanation regarding the account was given by her nor the branch manager. We inquired then complained in January 2026 to the head office about the account and nothing was done. Today, 29 May 2026, my Mom approached the Vereeniging branch to further enquire about opening a "none resident" account, because the Riversquare branch could not assist; as well as closure of the FICA Blocked Account. We were only informed today that we cannot close the account without submitting a valid permit, which was never communicated to us in December 2025. My mom was of the idea that she is welcomed to return to the bank to close and have access to her funds as informed in December 2025 at the Riversquare Branch. My mother is an elderly, who's on chronic medication, she cannot meet municipality utilities and household expenses. She was served with a final notice of suspension of services from the municipality on the 11th of May 2026.