unresponsive bank

on the 6th of August FNB my granny needed to give me authority over her account as she is old and wont be going to the bank everytime she needs to transact. we followed the process as indicated by FNB via EMAILS. no responses have come through. here is the reference number ***. emails were sent o ***. this is unfair and unacceptable. she is an old woman who cant even afford food now because she lost her bank card. this is unfair. can someone help. FNB clains to help clients but i have been hitting stumbling blocks.