"How we can't help you"

<p>I recently put in a request for my "Premier" Banking service to assist me with a ransfer which could not be done between my sons 2 FNB accounts which are on my online profile. I was told by the "assistant" that the account was put on hold due to FICA docs which are required. The account is held by a minor and they have all of my documentation for my accounts and that of my other son, but he could not do anything to help, saying I needed to go into the branch with the documents. What is the use of the service (non-service)?</p>