UBL has taken lakhs of rupees from account

UBL has been deducting lakhs of rupees under Zakat scheme from my account in Pakistan which my elderly and retired parents use for daily living. My parents were told Zakat will not be deducted after they provided an affidavit and declaration. The manager also assured them that money will not be deducted. My parents visited the branch on many occasions to confirm this at the Safoora Branch, Karachi. They were misled to believe that their money is safe and now they have lost lakhs of rupees. The staff has not guided them on any reversal process. Please take this into consideration and resolve this issue for my elderly parents.
I have also reached out to customer support and not received any updates or guidance regarding this urgent issue.