money that no one can't seem to make it available

My mom received her pension money on 8 May 2015. She went to the bank to put on a request to have it cleared ASAP. They told her that she should come on Monday and it will be ready..when she went back the story changed to another 3 days. In 1 day they gave her 3 different dates. They made her wait for 4 hours without any assistance.When I called to enquire and complain I was told a totally different story. She went back again today but they couldn't assist her still. This is very frustrating to her as she is an elderly person. The bank staff is fooling around with her because she doesn't understand the policies and procedures. How can a bank manager tell a client that they don't know what to do??? What are they hired for in the first place. This is totally unacceptable. I need someone to call me and make me understand what is the delay all about. I will then put it in laments term for my mother. The Standard Bank customer service is pathetic and they need to have consistency in what they say. Their staff is not even clued up with the internal processes. How can 1 trust such people to look after their assets and investments??<br> <br> Disappointed customer<br> Lerato Mokwebo