FNB gives no feedback on authorisation letter.

My father is a client with FNB. Recent we signed and authorisation form to be able to run his accounts. FNB accepted this form and sent my husband a card with a pin nr. But when I tried to phone FNB to obtain tax certificates, they could not see the authorisation. They say he has his own profile and an account. We never asked for an account . We ONLY requested authorisation. I phoned FNB. Me and consultant discussed the problem. She said she would phone my father in law to clarify the situation. And she would get back to me. Now nearly two weeks later FNB has not contacted us. I think I need to move his profile over to my banker.