Unnecessary bank charges

This is now the second time I am complaining for the same thing and this point I am fed up with the useless service we have received thus far. A few weeks ago I complained on behalf of my mother who is a widow and who does not receive any other income besides R370 srd grant. The minute they see money they just help themselves. My mom stated to the agent that she only gets this money and she cannot afford the account that she had at the time. A helpful lady did assist her in downgrading the account but when it came to the reversals of the unsolicited charges there was no response after multiple attempts at contacting the agent responsible to date, she has not made contact. The charges initially adding up to R598.00. This morning an additional R123.52 was taken from my moms account. In total now they have taken R721.52 in charges, money my mom clearly does not have. I fail to understand what is so difficult. This is by far the most useless bank and my mom will be changing banks before she receives the rest of my late fathers estate. The only thing this bank is good for is taking from people that don't have and taking what doesn't belong to them.