They don't WANT to help! Worst service ever experienced

We've been through hell trying to simply correct a cellphone number on the system which we never gave them in the first place. My mom suffered a stroke and is unable to communicate this, so I am trying to assist her. In order to do this, I need power of attorney. We've done this with all her other insurance people, etc, without issue.

We filled, signed, and got the forms (sent by the agent) and all supporting docs certified by commissioner of oaths as instructed. i had to take off work and drive through to Pretoria to do this.

Now we receive the message below from the SAME agent who sent me the form: "Unfortunately, I have noticed that the form you have attached on the email I have received, is not a valid POA (Power of Attorney) it is Third Party concern form. Please be advised you will have to obtain a valid POA from the attorneys or court of law, which should also be stamped by the court. Once this has been done, we will action your request."

You are making us jump through hoops because of YOUR mistakes. This is already a challenging situation - we do not need Discovery (who is meant to help in these situations) to make our lives even more difficult!!!