FICA not performed by staff

Late last year, I informed Standard Bank (Hillcrest) that my sister's account has been frozen. They said she needs to submit her FICA documents and I cant submit it myself even though I'm a signatory on her account, and had all the documents. I had explained my sister's situation indicating that she is overseas and will not be able to come in person and submit the documents herself, and she needs access to money urgently. Hillcrest advised that she write a letter stating she authorizes me to submit the documents, sign it and post it with the certified documents. She did so, I submitted them to Hillcrest, they accepted it and the account was open. My sisters account is frozen again, due to FICA documents outstanding. On re-visiting Hillcrest on 22/02/2015, Rina Kraftt and the team leader (both Hillcrest) advised that the consultant who took accepted the documents initially, did not FICA her account, the details on the account are old and the documents I submitted have not been put on system. I am still waiting for feedback from Hillcrest. I find this whole matter UNACCEPTABLE and there is no excuse for this kind of behavior!!