Gems workers not being helpful.

My Mom is using Gems, she is a pensioner. I am the 1 who always call gems for everything she needs from them e.g tax certificate. Last year we were advised that she must fill in a form to allow me to get access, and that was done. On the 8th of July 2025 to my surprise I called to ask for her tax certificate this guy tells me the form is only for me to get information, what kind of nonsense is this. Why did they let my mom fill in that form? This people don't care about our parents, we have been doing this up and down with them for 4 years now.