Worst customer service

My mother who is a pensioner opened an account so she can get her social grant, in October 2023 she received her grant with no issues, November 2023 she did not receive her grants because there was an issue with her initial's as she has too, of which she never received her grant, in December she received her grant, no issue still using the same account, now January she did not receive her grant due to this initial this, now she has to run around and she is old doing all this paperwork, she had to open another account with a different back due to the back not capturing information correct or not accepting this and I feel there should have been an investigation from them bank that why it keeps happening considering that she is old and she depends on the money, now she will only get her money in February and no one cared to follow.