No customer service

I have been trying for some time to assist an elderly lady who is in frail care, obtain a power of attorney with Nedbank. I know that banks have their own power of attorney forms and don't accept the general one you can purchase from the CNA. It appears that Nedbank cannot provide a form, without seeing their client, but in this case, it's impossible to get the client to the bank. Nedbank Greenstone told me that they have a facility whereby an official from Nedbank would go and see their client, however, this appears to be incorrect information, as the question to the call-centre agent at the number given to me caused huge consternation at Nedbank and it appears that Nedbank are steadfast in their requirement to have their client brought to the bank - choosing not to have any compassion or understanding for their client who is ill and unable to be brought to the bank. Nedbank gives 'customer service' a bad name again!