Feel bad for mum but this guy is annoying. When I have a business relationship with a bank, I don't expect them to show up at my house or be all up in a concern

Feel bad for mum but this guy is annoying. When I have a business relationship with a bank, I don't expect them to show up at my house or be all up in a concern about my mental state. I don't show up at the branch to check in on the mortgage department's mental well being every time the rates go up, I don't send my condolences when the stock price tanks or they have a layoff, etc. It's not the nature of the relationship! The main question is - did the bank fuck up and if so, will they fix their fuckup. The TLDR of this thread seems to be that (1) yes the fucked up and admitted it and (2) the author seems to believe it will be resolved. So that sounds fine. The expectation that the bank will toss mom a few quid outside of their remediation process seems preposterous.