ABSA Home Loans pathetic

I am completely dissatisfied with the level of services i have received from the Absa Home Loan department. I received an email (2021/03/17)stating that they are currently running a special for title deed transfers until the end of March and if interested to respond back to the email which was done the same day. My daughter then called a few days later to follow up (due to myself being deaf and unable to hear on the phone) she was advised she could not assist as she did not have power of attorney, i then typed and signed relevant documents and sent them through. Today (2021/03/29) my daughter followed up and was advised that they can not assist over the phone and we need to go into a bank and sort this out. What is the point of sending the documents then? The special now ends in less then 2 days, will it still be applicable since i have responded way before the due date yet your department is unable to accommodate a person who is unable to hear on the phone and relies on others for help? It states we can phone or email but constant run around is given.