Unhappy customer

I am very disappointed by the service received from CAPITEC BANK, it's been 2 weeks requesting proof of account on behalf of my brother who is in prison I've been sent from pillar to post. I went to Kwathema branch 8th October with all the legal documentations consultant and the branch manager didn't know what to say or do they call their customer care the manager advise that I must curatorship letter, certified ID copies, letter from prison with prison number, contact number and the wadern number all of that was submitted the turn around time 24hours did the follow up the consultant didn't even know what I'm talking about she disappeared from the line thereafter came back response that she can see the documents but I must go back to the branch nothing has been done from their side or the account holder must call how is the account holder going to call them when is he in prison because he was also told to go to the branch what are those requested documents for if they still unable to help consultant promised to call back up to this now no phone call is this how you do things.