Karur Vysya Bank — Banking problems

My house maid went to the bank to start a zero balance account in 2019. She was started on a savings account which had a penalty clause of 250 rupees/ month if there isn’t a minimum balance of 1000rupees. She is illiterate and says she was never informed of this when she started this account. So she left the account without any balance till now 2022. When her salary for this month was transferred to this account the whole amount was taken by the bank as penalty.
First of all why did the bank start her on this savings account in the first place?Why would she leave the account empty for 3 years if she was aware of this?Why didn’t the bank write to her making her aware that she is accumulating this penalty?
I know it is written in the pass book that she will be charged the penalty if the account is left empty but she can’t read or write Kannada or English. This is her sole income and I feel it is very unfair. We spoke to the bank manager on her behalf but she is going strictly by bank rules. I wonder if anything can be done to help her.