Fica documents

I recently joined FNB, the consultant registered me for Islamic banking and I only realised that when logging in the app. Now I am trying to take a life cover and the call centre keeps on telling me that my Fica documents needs to be submitted, how was the account opened without proof of address and ID copy? I went ti the Carnival Mall branch with the documents and they said everything is fine, called the call centre to try and get the life cover, they told me about Fica, went to Lakeside mall, they also said everything is in order, called the call centre today and they telling me about Fica documents, they say they cant do a quote because, Fica documents needs to be submitted, I need to change this Islamic banking and get an Easy account because I am unable to get a life cover.