Violation of legal rights

After years of use my internet banking suddenly required me entering my card and pin number . This is something I have not used in years and cannot even remember having the card. I sent a representative of mine with a PROXY letter to Standard Bank - Durban North to collect the card on my behalf . Instead of honoring a legally binding document my representative was turned away. I called the bank and spoke to the manager who herself seems to be above the law.It is quite obvious that the bank staff make their own decisions even if it means violating the customers rights.

If the bank fails to honor legal documents then are any legal documents issued by the bank themselves meant to be honoured ?