FNBY Accounts complaint

I opened FNBY Transact account for my 3 kids in September, was then requested to send a declaration forms and birth certificates to *** which I did on the 9th of September 2021. There was no feedback on the 20th I did a follow up was given a different email address *** i submitted. No feedback.

The 3 accounts are showing within my profile but they not accessible I cant transfer any funds, I called again 8th October and was transferred to documents verification unit and they asked why surnames of the kids are different to mine. The lady went on saying she needs to understand why different surnames, like seriously?

She said given I've different surnames to the kids I'll need authorisation from father since my surname is different from them.