Poor customer service

I'm so disappointed with the service I received from iThala Bank Kwa Mnyandu, I explained my situation to them which is regarding my nephew who was receiving forster care money. I was told that I must call Jozini Branch because that's where his account was opened. I really don't understand why they couldn't assist because the paper work was scanned and I'm tired of repeating one and the same thing whenever my nephew needs his money. He is over 18 now and was given permission by social workers to handle his finances, a letter was sent to ithala bank stating that we no longer need a letter from social workers. earlier this year I had to take leave to accompany him I explained everything to the lady who was assisting us and she was able to assist and we were able to get money. But on Friday when he went there they failed to assist him, I called them and I was told that they need a letter from social workers, I explained to the lady the situation, she insisted that she won't be able to assist my nephew. I asked for the manager and I was told that the manager is busy but she will give me a call. Indeed the manager called me but she was not willing to listen and told me the same thing that they won't assist my nephew, we must call Jozini. I was really not happy with the attitude I received from the manager, instead of calming down the situation she made it worse!!!!