Prestige banker not so prestige anymore!!

<p>I had to relocate to Australia on work obligations for a period of 2 years. On 24 June 2016, I met with my prestige banker along with my sister yo ensure that my sister can act on my behalf on any banking matters while I am out of country. My credit card is expirng in May 2017 and when the new card came, even though my sister has the power of attorney, they do not allow her to collect the new card on my behalf. When i enquired with the prestige banker again, he said that some of the documents that were signed in June were not scanned into the system. Now he ants me to courier an original letter to my sister so that she can pick up my card. Not scanning documents onto Standard bank system is out of my control and now asking me to courier original document is not acceptable. In light of this, I would recommend if the only way for my sister to pick up the card is my original letter, i want Standard Bank to bear the cost of this. I mentioned this to the prestige banker at Woodmead and therafter i havent recieved any response for that query or if not possible escalate this as i had followed all the process as advised and at the time of submission, i was informed that all necessary documents have been submitted by myself in person. Is there someone who can help me on this to escalate? I am paying monthly fees and i feel let down by poor response especially when i suggested the above, since then none of my emails are getting any response nor he is attending my calls. Thos has been such an unpleasant experience, i am hoping someone may be able to help me. Thanking in advance.</p>