Nedbank - quick to charge but slow to help!! Do they really care?

I am the only remaining guardian and have Power of Attorney for my older sister, who suffered a stroke 2 years ago and now is in an assisted living home where she is paralyzed and cannot speak. A small pension is paid into her Nedbank card every month, which is money to be used to pay for her home. For 2 years I have tried to reason with the bank that 1. I have power of attorney and 2. I need to find another way of paying this money across for her monthly expenses. Your legal department want me to bring her into the branch!! I live in JHB and she is in Cpt!!. The card/her card (which I have been forced to draw cash out and redeposit into my account - imagine the thousands of rands lost in fees and time wasted) has now expired. I have been to over 3 different branches on multiple occasions. I have written to your CEO and got a client relationship manager to engage with. Guess what - after 7 weeks and a further 2.5 weeks later (waiting for your legal department to respond) - nothing from your legal department. Its been 3 months of listening to the same 'copy and paste' replies - all saying I need to bring my sister into the branch. This cannot happen Nedbank!! She is paralysed and cannot tal****. Please I need help. I need someone who can comprehend my specific needs linked to my sister and to help me from cradle to grave. The worst part is I am also a client of your bank? I finance a car thru you!!! Can someone with authority help me. I am not the standard case of 'come into the branch'!!! I have letters from her home, I have POA documents all submitted on numerous occasions. Please help.