Refused to open bank account

I am a capitec customer who is currently very happy with the service i get so far. However i'm very dissapointed with the service provided to my mother and sister in Capitec Harrismith. My mom brought along all her required documents however they sent her back saying they need the letter from the are counselor , what for if she has the water bill, marriage certificate and her ID?? As for my sister she was asked what she will do with the bank account because she is not working, like really guys- is this how you treat new customers???<br> <br> I'm really not happy, please contact me.