Really bad service from Standard Bank

Recently I sent 2 emails to standard bank. The first one is for a client who has left South Africa for good; the second for a client who has had his money ****** from the bank (inside job???). I sent the first email 3 times and the second email twice. Today I decided to phone Standard Bank to try and find a way forward. No matter how often I told the fellow (Nolan) that the lady had LEFT SOUTH AFRICA he insisted that he would have to talk to her because there is no mandate on her file that says we can talk on her behalf. The second client has saved his whole working life so that he can retire in reasonable comfort only to find that his money has been taken out of his account. Standard Bank will not talk to me about that either because they need to talk to the client to do the security check and get a mandate for the bank to talk to me. Come on Standard Bank. I understand that you dont really want to talk to me about the second problem because money has disappeared out of your bank and you need to explain why and where it has gone; but the first example, the lady actually owes you money and we are trying to sort it out and pay the money back to you. So be it. I will try once more by sending these mails to the address eventually given me which is ***. What they have to do with it is beyond me but I will try. If I do not get and answer by Wednesday next week (11 March 2020) I will send both these queries onto the banking ombudsman and ask them to sort it out. Shame on you!