Disabled with no access to renew a bank card

Went into the Greenstone branch a few years ago to get power of attorney signed on my mom’s account so that if anything happened one day we wouldn't have to worry. Leaving thinking it was sorted. Two weeks ago I had to get her card renewed so I went to the Bedfordview Branch as she is now disabled and cannot go anywhere only to find out that they messed up who had power of attorney on who’s account. They then said that they would give me a call on that following Monday to arrange to see if they could send someone to the house a week later still no phone call. Logged a complaint on the website (no reference given) and still no response. The service is absolutely pathetic!