Bad service

So my elderly dad was given three sets of forms to complete with regards to his Home Loan. The forms was given to be by him to complete. I contacted FNB, not wanting any information, just wanting to confirm that the BLANK FORMS given are the correct ones , they did not want to confirm without verifying him. All I asked is if the BLANK form is the correct one. Absolutely terrible if you cannot even verify if a customer has the correct form or not.