Frustrating

My husband has a home loan with Standard Bank. He contacted standard bank via e-mail to ask how he can change the banking details or give power of attorney to me to handle the loan. He made it very clear that he is not able to go to the bank due to circumstances. No funds will be going into his account from next month anymore so he is trying to find a way to pay his home loan. He was told he had to go to a branch. I find it very frustrating that the bank really don't want to listen or help. If he doesn't pay, standard bank will request him to make arrangements to pay the arrears amounts, but when he approaches them to find out a different way to make sure he doesn't fall behind with his payments, he's not able to. Since there is not other way to do this, the only option is that the debit order will return as unpaid every month and the payment will be done manually every single month. Maybe it is time to be a bit more flexible as you never know what circumstances your client is in. Maybe you need to actually find a way to help in stead of always saying no.