****ty service from capitec consultants

I went to capitec Bank with my mom to open my little sis a savings account. My little sis was not with us since she's still young but we had her birth certificate. To our Suprise we where told we can't be assisted because we must have a certificate that has my mom's names on the birth certificate or else they can't assist us... My mom changed surname and my little sis just received her new birth certificate 3 months ago but they still insisted its old they can't help. What the hell is that. To pull out a new birth certificate it money who's gona pay for all that expense when we have a certificate which there's nothing wrong with it.