When they say "bank simpler", that's not what they mean

My elderly mother given me power of attorney to handle her financial affairs. She is often ****med on her existing account, but doesn't want to change banks, so we decided to open a separate account that I will manage, where her pension gets paid, and I will pay her an allowance from that. Because we live in different provinces, we made a plan for her to stay with me while we sorted everything out. After looking at several banks, we decided on Capitec, and visited the Eastgate branch. We explained the situation, and our very specific requirements ie the account must be in my mother's name, but I must be able to manage it and pay all her bills, not just "public beneficiaries". They assured us that as long as the banking app is registered to my phone, I would be able to manage the account, and that we could use online banking if my mother wanted to access the account for any reason. Initially, things worked as planned, maybe because as we moved things from her other bank I only had to pay public beneficiaries. Then suddenly, the app wanted a selfie in order to make certain payments (even though the beneficiaries were set up when the account was opened). We also can't access internet banking without a selfie to enable it, because apparently it is disabled by default. Obviously, this doesn't work for us, because as we very specifically explained, we live in different provinces. On querying with Capitec, I was informed that the app has been upgraded with additional security features, and that there is no way around the selfie requirement. The call centre suggested I visit a branch to see whether they could assist with the payments I need to make. The short answer is no, they can't assist, and they aren't particularly interested in trying. I cannot transact in the branch, or using the atm, without being able to provide a selfie on the app. I can, however, request that my mother apply for a secondary card on the account to be issued to me, and then go into a branch to transact with that card every time I need to make a payment. This doesn't work when I'm travelling overseas, where Capitec doesn't have a branch network, and let's be honest - having to go into a branch every month to make a bunch of payments that I should be able to make on the app is just stupid. I would be less angry if we hadn't made our requirements very clear before we started the whole process, and confirmed at each step of the way that they could be met. Lying to the customer, or changing the customer's ability to use the required app without providing alternatives, is NOT how to "bank simpler"