Call Centre has no idea of what they want

My fiance has two contracts with Vodacom and I am using one contract. In Sept 2014 we mailed through letters and ID documents to give me full access on the accounts. The letter and documents has been accepted by Legal dept and accounts dept, when I contact them I get access to the accounts. But our problem is whenever I contact customer Care they do not accept the documentation. They request a power of attorney letter, but none of the consultants or back office personnel can give a clear indication what the letter entitle. So at the moment I can upgrade and change details to the contract but I am not allowed to call and find out about a network problem. I'm sick and tired of everyone passing the buck, and nobody knows what the correct procedures are within Vodacom. Only problem I think that the call center has is high emloyee turnover, to many new call centre personnel is employed and Vodacom lacks the ability to enforce company procedures. I would like an answer from a person from management and not from a agent or supervisor posing themselves as managers. Seems to me that Vodacom's management is to important to make contact with the client that pays their salaries.