Bad unreliable service

My family relative has a credit card at standard bank. Due to illness, we had to go to the branch so that I can have signature rights on his account. My relative was just released from hospital, on permanent oxygen and very weak. I had to take him in that condition to the branch to sort all documents. We were there for more than an hour. The lady informed me that all documents will be send to the credit card department to be added. She refused to give me any copies of paperwork. Now, more than 2 weeks later, the credit card department informed me to repeat the process as no documents were received and they are unable to assist me. This is very poor service from the branch at festival mall.