Lack of product knowledge

FNB digital banking is giving me different stories in adding a secondary user, problems with logging on and registering and now they are telling me you can’t add a secondary user that is a passport holder but on the page there’s an option to add a passport as a verification document, the other one is telling me I can use a passport and the other is telling me I can’t? Honestly if my accountant is a passport holder and they need access to my account then what must happen ? Why put the option if it’s not allowed?? Take long to respond or they don’t respond at all! I’ve called several times and it’s always going for an escalation, lack of product knowledge