FNB doesn't use logic

I truly and really don't understand how FNB systems or personnel work. I'm currently going through financial challenges, which I saw coming about a year or 2 ago, requested FNB to assist but didn't reply to my request, until I posted a complaint here on Hellopeter. After that reply, there was no help from FNB, but that is a story for another day. Since the time I had my financial challenges, my wife offered to manage my FNB accounts and therefore I had to send power of attorney, several times to FNB, before they could start calling my wife. Now and again, they still call me and I tell the caller to look at the power of attorney in the FNB system and do what it says. Some of them act surprised that they missed it and some have an attitude. The second point I don't understand is that FNB knows that I'm financially challenged right now but why do they use outdated system that increases my debts? What I mean is, every time they call me or my wife, they do get hold of us. What is the reason of sending registered letters that is going to add R100 or more to our debt, and still charge interest on that amount?