ABSA N1 City not delivering on their word

I dealth with Michelle Bruce at ABSA Bank N1 City. I was there with my fragile mother who can't walk anymore and presented a power of attorney which was signed by her. They refused to assist us as I did not have an original utility bill with me. we all know the post office did not deliver letters during COVID, and I presented a photo of the original e-mailed bill from the City of Cape Town as i do not have printing facilities. After a senior bank official got involved, it was agreed that I could forward the original e-mail from City of Cape Town and they will process a power of attorney, within 3 days. It is now 5 months, even after follow-up - no response. We are really in a predicament as my mother is now completely bed-ridden and she needs her tax certificates. There is NO WAY that i can get her to the bank. I would really like to know how ABSA will assist now?