Dissappointed

I'm highly disappointed at the level of communication I received from ABSA. I was told when opening an account for my son, he will have access to the account at age 18. Now that I need access/ a statement on the account, they tell me that my son needs to come in to the branch. No one ever told me of the change, now my son is in school, they need the statement for his registration, today is the due date for registration and ABSA refuse to help me