********* and unwilling to help

about 4 years ago i went into my nearest FNB and spoke to a consultant, i wanted to take out a funeral policy for myself and my mother (see was with) at the time the consultant told me it would be cheaper to have two separate policies, i explained that she is on SASSA and doesnt have a bank account and ide be paying for the policy, the consultant advised its no a problem as long as the payer is an FNB client. i was happy and paid for 4years. My mother has a hear attack in the beginning of 2017 and about 8 months after i called them to increase the funeral policy (as per mothers request) this is when i got told if something had happened they wouldn't have paid, because its not allowed and the policy holder needs to be an FNB client. after a huge fight and a battle i was 'forced' to open up a bank account for my mother. i then called in again to change the banking details and they wouldn't help because i dont have poa (bear in mind my mother is blind) while i was holding they called my mother and she allowed them to speak to me, on this call the consultant advised me to avoid this i need to go into the bank and fill in a form so get poa to make changes on her behalf. after taking a day off spending hours in the bank i had no luck, they now tell me it cannot be done. when i said should i escalate this matter to the ombudsman the consultant told me ''do what you must, i cannot assist" the consultant couldnt tell me who i spoke to the first time nor are they able to assist my pulling the voice recording. luckily i have it on voice recording, they quick to say anything to get you off the phone or sell you policies but the after service is terrible, i currently HATE this bank and seriously looking at moving my bond, car, policies and all my accounts to a different bank.