Lack of transparency

I recently opened a business account with FNB online since my co-partner is in another province, upon being requested to send through the relevant documentation I received an sms that I should go to the branch to collect my card and upon card collection the teller advised that my account is frozen because they dont have the documentation and what ****es me off is that my co-partner and I have to be in the same branch even though I advised that we are not in the same location. I dont understand FNB's lack of transparency especially on a BUSINESS ACCOUNT.