Tamilnad Mercantile Bank — they are not allowed to withdraw the amount even if the account holder went to the bank

Address:Tiruchirappalli, Tamil Nadu

My mom has account in bikshandar Kovil branch in trichy district. She went for withdrawing the money from her own account. But that assistant manager and cashier had reject the withdrawal even if my mom has the original account passbook also. What is the banking rules.. this is the service for consumer ...? We regretted actually she forget the cheque book.
When I heard about this I call to that bank they said like that first give the request letter for cancelling previous book then will tell “
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    Tiruchirappalli
    Tamil Nadu
    India
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