Bad Customer Service

I app**** for banking accounts on behalf of my kids on the 03/01/2023 cards was delivered on the 05/01/2023 received sms's stating the accounts are activated, as a Premier Acc Holder at FNB these accounts are linked to my banking app so when I tried transferring money to the accounts i was unable to do so, i contacted FNB to enquire I was told the accounts is on hold,they keep requesting me to send Birth Certificates, Proof of Address and the Individual confirming an Individual address form of which I have completed when initially opened these accounts. I would just like to know why I have been calling the contact centre and they saying i need to go to the branch to remove the hold why I dont know as I was assisted via a call back when i opened these accounts.