Woolworths shows us the middle finger!

From as far as September 2017 I started engaging Woolworths financial services regarding my mother's loan account. The reason for my engagement was to ensure that my mother's account statement was accurate and corresponding with the payments that she had been making in the months preceding this engagement. Woolworths financial services informed me of their policy regarding the protection of customers information, which I accepted as fact. Their policy clearly stated that a Power of Attorney OR Affidavit should be provided in order for them to furnish me with any information relating to my mother's account. After many struggles, considering that my mother and I stay in different cities and she doesn't have access to the Internet, making it challenging for her to get the documents through to me, we managed to eventually send through the affidavit (our chosen option) and copies of our IDs through to Woolworths. I was now ready to receive correspondence from Woolworths so that I could engage with them and satisfy myself on behalf of my mother that the previous payments were recorded correctly on their end as the statements are difficult to comprehend. I was instead met with cold, hurried and arrogant service from Woolworths, including being told that I can not be assisted as we had not provided a POA. This was very irritating and shocking, considering that I was and still am in position of an e-mail stating that we must provide either one of the documents. During all of this terrible service my mother continued to pay her account until this point. Despite me sending through spreadsheets that I have taken the time to populate with the payments that my mother has made and shows that she has actually paid more than she should have, they continuously refuse to provide assistance and confirm or deny this statement. This is because they don't care!!! They now tell me that their policy that they were quick to send to me is not correct..? Why must I believe that the account itself is correct if they can't even get their own policies right... I hope there can be an end to this madness.

Highly Disappointed!