Bad service

This is my second complaint. I went to sell my shares on the 23 november 2014 and the was a problem with my proof of residence, I came on the 10 february 2015 to fix that. I also changed my power of attorney so that my granddaughter can sell them for me as I am old 65 years. I was told to call on the 13 february when the account to sell shares is opened. My granddaughter called on the 13 feb to sell the shares and was told that the power of attorney has not been loaded in the system but they have the document with them and will call ounce its fixed. Its been 8 days now and haven't called yet. Your level of service is disgusting. One must complain first before been helped. I use my own airtime to call and cant afford to call a thousand time to do one sale. Please respond as soon as possible.