Consultants poor grasp of company policies and procedures and English

Yesterday, I wasted close to two hours, if not more, at Absa Wonderpark becuase your consultant do not understand your policies and procedures nor do they seem to have a grasp of the English language which further hinders them from interpreting the policies precedures. We received an sms to renew\FICA our group account at our nearest branch and in the sms it said the signatories that are not able to come can provide their certified copies. The consultants at customer service first classified the account wrongly and wanted to dismiss us by saying all three signatories need to be present. The second consultant who assisted us found the right classification but still insisted that all three signatories needs to be present. We asked them why would Absa send us an sms that is contrary to their policies and procedures and she just said "I don't know". What is aggrevating is that the third signatory is an elderly and sickly person who lives in a village in Rustenburg and having her come out here for such a mandane and eadily resolved matter is rather inhumane in her condition. After going back and forth for a while the consultant eventually called the policies and procedures and they confirmed what the sms said, and what we were aguing i.e not all the signatories need to be present. The policies and procedures consultant further told the customer service consultant that "the different clients may go to different branches". Then when I asked her to process my document because I was leaving town today, the customer service consultant then changed her tone and said that there has to be at least two signatories, despite having just read what the policies and procedure consultant had sent her (the different clients may go to different branches). Thus, even when their false belief or "myth" was dispelled they (customer service consultants) either created another one or continued to not have a good grasp of language and thus misintepret what they read. Any person with a good grasp of the language would understand that that means the prcoess involves individual members potentially needing to visit different branches to submit their documents, this doesn't necessarily mean every member will go to a different branch, but the possibility exists. Note that this is not for a withdrawal but to update our individual information. It would not make sense that if I change my surname, I would need to take other signatories of the with me to go update my details, particularly if Home Affairs would have the information and you verify with them. It would seem to me that the consultants were purposefully trying to dismiss us as they didn't want clients close to end-of-day despite us getting there before 3pm. I would name the consultant who we were dealing with but the fact of the matter is it is a branch-wide problem. One of the consultants nonchalantly went about her business of knocking off after dismissing us with a lie. What's worse is that you can't even lodge a complaint THOROUGH and DETAILED complaint on their website because they have character limits