unresponsive / lack of service delivery

sent ABSA a mail as requested by the bank branch when the power of attorney whom has access to change details on my behalf has been turned away from the physical without assistance to send an email to *** and have done so two times in which the bank ignores their own process of due diligence to complete their KYC upon newly founded fica documents, they do not respond nor attend to any manner. Once the bank sees this they should remain with contact via email.