My dad was incarcerated almost a year ago

My dad was incarcerated almost a year ago. He made an arrangement with me to withdraw money on his behalf with his bank card on a monthly basis. This was purely to buy basic items for him and to make a cash deposit when visiting. His card got swallowed by the capitec atm and I have been struggling since then. We have submitted documents after documents to the bank and still no one could give us a clear way forward regarding this matter. I have emails to prove the struggle. Up until today we still don't have a way forward or a solution. This has been the worst experience because every time we go and visit my dad the financial burden is on us. We need a way forward please