FNB not consistent with their rules

My husband wanted to open an acc with FNB the account was opened for him but could not be activated due to the fact that he lost his ID he was advised to get a new ID before he can be assisted we tried but to do so they want his mothers copy of ID as his mom passed away when he was 3 we don't have anything like that they wanted death certificate we don't have that she died when he was 3 how must we know now what happened to her death certificate!!! So they refused to accept his passport even though the financial intelligence centre act clearly states that an alernative document can be used as long as his name surname photo date of birth and ID number is on there which is all on the passport but no not good enough we then we're advised to get a temporary ID and affidavit we did this nd everything was activated now he gets an sms stating that it's not suffice and the account will be frozen in 30 days what do you want from us we have done all we can!! Do you want new clients or not his salary pays in that acc now and his debit orders now you want to freeze it bebecause even what the act says is not good enough for you!!! If you not going to help him just say so!Why did we leave Absa