Useless customer service with no proper procedures

I am absolutely appalled at the level of service received by Standard Bank. I recently moved abroad and before leaving confirmed with a consultant that a power of attorney would allow my nominated party to act on my behalf. I was told that my mom would be able to close my account when required as long as she brought in a signed letter of instruction, along with her power of attorney.

Today my mother went to close my account and was told that they could not help her. She phoned me via WhatsApp and the consultant refused to assist me as my UK number is not listed on my account. Even though she could see me on video, as well as having a copy of my ID and my mother's power of attorney.

Standard bank you need to sort this out. I have never dealt with a more *********** company. Nobody seems to know what is going on and how to ensure customers are served properly.