Ridiculous way to treat clients

I am sending this complaint on behalf of my mother as she is a pensioner. Her pension came through but she is unable to access her account now due to lockdown not all your branches are open for her to get assistance she now has to spend money that she doesn't have cause it's stuck in her account to get to a branch. It's not the first time you guys have done this on her account why do you guy freeze accounts even during lockdown it's ridiculous especially for a pensioner it not like she's getting millions in her account which I would understand why you guys would've stopped her account but you guys stopped it for no reason and without any notice.