Customer Service

My son opened an Edgars account about 2 months ago at the Claremont branch. He submitted all his documents and was allowed to make a purchase after everything was approved. He paid his instalment and tried to purchase on his account again and was advised that there was a block on his account. According to customer service Claremont never sent through his documents and he needs to re-submit before the block is lifted. So now he must take time off work and run around collecting documents and going back to the branch. According to them, there is nothing they can do. How would it have been possible for him to open the account, make a purchase and pay his instalment if no documents were provided or does Edgars open accounts for anyone who walks in off the street with no paperwork? It is unacceptable for a chain of this size to make errors like this. It is not my son's fault that Edgars employs *********** people who don't know how send / fax / or open accounts properly. Terrible service.