FNB Poor Customer Service

I have been trying to open a bank account for my Minor Son since September 2020. The challenge, it seems, is that my son does not reside with me and for some reason FNB can't quite get the KYC done. Upon logging a complaint with them, instead of a telephone call to discuss and (hopefully) resolve the issue, they simply send (another) email stating a field on the form needs to be completed (which is in fact completed). I have sent several emails, and made two trips to a branch to try and resolve this and still they can't get it right. Not to mention the poor service I received at both branches, FNB, I am extremely disappointed at your total lack of customer service. FNB...How CAN we help you???