Poor service delivery

My father has been struggling to get his money from the Metal industries since 2011, at some point he was told by someone in call centre that there was no money, that It was mistake and that he should stop calling.He informed me about it and then gave me power of attorney to follow up on the matter.I contacted them and was told that he did not sign his I'd Copy and that he must go to home affairs and get a hammeners paper and was also given a form to fill in order to give me power of attorney.We then both went to submit the paper's at the Surplus department in Jhb upon arrival we found that computers were offline.When trying to enquire about other alternatives, an employee by the name of Tsakane Shabangu started shouting at me saying its not their fault that they are off line that we should just go home because even people from Kzn and Mpumalanga went back home.She said it with such a bad attitude.I was so disappointed and even regretted inquiring.I wish the company could teach its employees custmer services or batho pele principles.