Customer Service is not willing to help

I'm not in South Africa currently, but I have an account with Ackermans. I recently called to find an option that would allow my sister to use my card even though I am not there and I was sent a form to fill out for a supplementary card. I went through the hassle of filling it, sending it to my sister to sign, attaching both our ID documents, only to be eventually sent an email saying she can't get a card if I'm not in South Africa. I've called customer service multiple times and they all act very annoyed on the phone, sighing and mumbling to their friends before I can even state the problem. One listened to the problem and dropped the call. As a company you should understand that some customers can't physically go into the store to fix a problem. My problem is still unresolved and I keep being told to go to a store after having explained my situation. I'm really disappointed because I was given false hope .