Unable to Pay Loan ccount

I have Power of Attorney on my Fiance's account with FNB. As a result of the excessive banking charges and poor service received from the branches and Forex, he has decided to move to Absa Bank. He works out of the country and this being the reason why I was given Power of Attorney on the account. Although I have been authorised to perform the necessary actions on his account, they will not let me change the Debit order on his personal loan as we are not using the Cheque account on the portfolio as they will also not allow me to close the cheque account. I am trying to pay the loan account from Absa and they wont give me the number where the payment must be made to as they want the Power of Attorney??? The more I ask what they want from me, the agent keeps saying send me the Power of Attorney, surely this is new age and if I can answer all security questions, I have access to the accounts and will provide the account info and both Identity numbers as well as any other info they need. WE JUST WANT TO PAY THE LOAN, IS IT SO DIFFICULT.