Capitec bank terrible service.

Today I took my 18 year old grandson to get a new bank card at the Karaglen branching Edenvale. I took with us his ORIGINAL birth certificate which states his ID number. The staff member just shrugged and said he can't help because he wants an ID document. We explained how we have been struggling to get one due to the backlog at home affairs. As I opened the account in the first place, they still had my fingerprints and ID on record. But even that was not good enough. Nirv could we put the banking app on my grandsons phone. So now my grandson won't be able to access his funds until he has an ID. The staff member just said he couldn't help. My grandson is at boarding school so has very little time to sort out these kinds of problems as he is seldom home. What good is all the hype around Capitec bank if they are simply disinterested in helping a client? I would like Capitec to make a plan so he can access his money to buy the supplies he needs for his matric exams in a few weeks. I am very disappointed in the shoddy service he has received.