Capitec ******** of legislation, or making their own laws?

I have a proper power of attorney (POA) to act on my son's behalf while he is overseas. He has a Capitec account but is unable to access it on his phone. As he did not use it much, he does not even have the account number. He asked me to assist, using my POA.

Side note - Standard Bank, after 2 minutes of discussion, accepted the POA but retained the right to email my son to confirm instructions. Still not exactly right, but at least we got somewhere.

Back to Capitec: 1. Durbanville branch point blankly refused to assist me. except to confirm my son has an account. No, I cannot get the number. They did not even look at the POA. According to them Head Office (HO) said they do not recognise any POAs. It was mentioned, once, if I had a letter from my son. . . I asked why a letter with only his (supposed) signature would be more acceptable than a POA with witnesses' signature etc. - no comprehensible answer. 2. Tygervalley branch's manager at least spoke to me and indicated some technical difficulties of their own making, but offered to mail HO. HO offered to send my son a ****le by courier, at his cost, but refused to let me pick it up. Subsequent emails pointing out the error in this were left unanswered. 3. Help(less)line: just as useless. Prescribed script and response. HO refuses POAs. No explanation. Requests for senior staff to call me went unheeded. 4. I tried to get hold of (any) person at Capitec's legal department. Their website and calls system are set up in such a way that it is impossible to even get to the switchboard. You are only able to get to the helpline people who will stall you forever regardless of me trying to get through to someone in power with understanding of legal matters. Extremely frustrating. It is now three month later.

It seems that Capitec is bent on making their own laws in this country. A properly signed and witnessed POA is a legal document in terms of our legislation - yet they deem it within their power to ignore such a document and thereby refuse service to my son. Their target market seems to be the uneducated, and, in that process, they flaunt laws which have been around longer than they have. I wonder why.