Terrible servirce with stupid staff who cant use their brains

Today is day 4 and I am still refused access to my brothers account. Friday afternoon someone from standard bank called me and advised that they will be incontact with me and assist with regards to accessing the money and guess what no-one bothered to call, send an email or wrote a letter to me, no communication or what so ever. Its Tuesday today 22/08/2017 and i am still refused access to the account. A lady by the name of Rashida from Thibault square called me 4 times today and every time she calls she tells me a different story. She first told me that who ever i was dealing with at the bank is on leave she will be taking over, 2nd time she said i must give my brother the card and his birth certificate and the card so that he can go do the pin himself. I have been preaching one thing to these people since friday "he does not have an Identity document how are the peiple at the bank going to know that its him?" She said that the bank people will know. 3rdly she said ok she spoke to someone and was advised that she must send someone to do a house visit so that my 16 yr old brother can sign his power over to me then i can go to the bank and get a new pin on his behalf. I agreed and we arranged the times and everything bearining in mind that i was in need of the money from Friday already she instead asked me what do i want to use the money for? My question is whose money is this? And what is the suitable reason that will be accepted by the bank so that i can get the money. 4thly she called and say she spoke to her manager and was advised that they cannot do a house visit because my btother doesnt have Identinty Document (something i have been telling them over and over). She said she is going to consult their legal team so that i can go inside the bank and withdraw money manual (dont know what that means). she called again saying legal wants some answers from me on why i signed as his legal guardian when i opened the account in 2008, i found that to be a very stupid question because i never worked for the bank how am i suppose to know that because i signed where the bank official told me to sign. I am fed up with Standard Bank excuses i just want the money so that i can close that ****** account. I am being crusified for forgeting the pin code. I am being investigated as if i have commited *****. When am i getting the money? My brother missed out on his educational trip saturday and tommorow his class is writting a test based on the trip, he is obviously getting a zero because he didnt go and yet he has money is his accoun which was refused because some idiots refuses to apply their minds. No-one answers my question when I ask why was i never informed that when he is 16 he must handle his account? The only thing im getting when i ask is "we are still investigating". The only call that i am now waiting for is the one that will be asking me to go and withdraw the money close the account. I'm fed up with the excuses. Pleeeeeeaase i want the money not excuses.