Refusal to Assist with Dormant Account

We live in Canada and have been trying for some months to close and transfer the balance of my wife's savings account. Because of COVID we haven't been able to make our yearly trips home and attend to our matters in SA. We do not have internet access to this account and unfortunately, it has been declared dormant.

Many phone calls (at international rates) to the call centre and emails have been unsuccessful at resolving this. At one point we were told that only the Branch Manager where the account was opened has the power to reopen the account (Wow!! Quite the corporate structure you have there SB).

My father-in-law has power of attorney over my wife's affairs in SA and took on the task to visit the branch. After 3 very frustrating hours, the extremely arrogant staff told him that they need a letter from us, sent to the manager, to request the closure and transfer. We responded with a signed letter which was delivered more than a week ago.

Needless to say, we have heard nothing from this 'manager' nor any sign that the matter is being dealt with.

It's sad to see what has become of this institution!