Myself and my mom just arrived GT-BANK

Myself and my mom just arrived GT-BANK to get an explanation for the constant debit from her account from gt bank in the name of loan repayments that she never took,in this year alone see the amount of time she has been debited with different amounts,we have requested her bank statements so we know when they debiting started so far in this year alone there have been more than 7 debits on loan repayments,GT BANK STAFF ARE COOPERATING,hopefully we know why they keep doing this