Clarity in Service Levels

My daughter has immigrated to the USA but has retained her bank account in SA as she intends visiting her relatives here quite frequently. Her debit card has expired and she asked me to enquire about getting a new one. I visited the Kollonade branch in the suburb of Montana in Pretoria and was told she could do it via email giving my address as the delivery address. This she did and was sent a friendly email that it could be done. My details were given and the lady called Nogathaba contacted her on her mobile to inform her that her request was being processed and she (Nogathaba would contact me to arrange delivery of the card. To date no contact has been made with me. I went into the above branch again (10/02/25 and spoke to an employee, Refiloe. She informed that my daughter could only get a new bank card in person unless I was given power of attorney before she left for the States. Not sure of the level of training at this bank but speaking to people in the que while I was waiting, the service levels of Standard Bank has deteriorated drastically. I would be grateful if I could have some clarity on this!