Mother homeloane flexi account

My mother's home loan flexi account was cancelled without notice given. She monthly pays an additional R200 into the account to save for December, and paid her Tax return into the account. Now that she wants to use the additional money Standard Bank advised her that the flexi account was cancelled in April?? All her home loan payments were made on time although this was the reason given for cancelling the flexi part?? After proving that she was not in the wrong Standard bank head office indicated that they will not activate the flexi part??? This is shocking!! We need help with this now as this money was intended for December break!