Incompetence of FNB Premier Department

i have opened an account for my child which is linked to my account. I have sent through the relevant documents and got confirmation of receipt of said documents. i need to know when will the account be active. i am trying to eft money into the account and it says the account is frozen! i need clarity as to when exactly will the account be activated? Once i receive the card, will it need to be activated at the atm? will the card be active if the account is not active???? There is no clear explanation when you fill out the online application and i have made numerous calls to premier department and it seems all the staff know nothing. i kept on being bounce to different departments. The competence of the Call agents staff is utterly shocking. I spend majority of the afternoon of 12th August on the phone with the premier department who cannot give me answers