Pathetic unhelpful MIBFA

My uncle gave me power of attorney to help him get his surplus sorted since it has been taking him more than a year to get his surplus affairs in order. I emailed the documents to the call centre in Cape town and everything was fine, then I sent through the proof of residence which they still had to scan in on the system. So today the 25/09/2019 I call to see if the documents is scanned in the lady that helps me over the phone says the power of attorney doesnt work and I'm a 3rd party. She tells me that the special power of attorney is from a document from them which wasnt specified to me when I sent the power of attorney and when I wanted to speak to a supervisor she didnt want to put me through and she said they will say the same. Why the first 2 times when I called and sent the power of attorney it was fine now it's not, it's very frustrating and it is just prolonging the process of my uncle getting his money. She was not helpful at all.