Review Unreceived remitance / invalid bank refferal

We usually send remitance to Ml but as for my grandmothers experience in this branch they keep reffering her to BDO. and as she did went to the said bank
They send her back to Ml. Fix this for thos is verry inconvinient and sucj a waste of time .
You are making a 66 year old lady so tired and confused. And it pains us here in abroad to here that our grandma is under this sitiation.