Not client centric

I have opened a FNBy account for my younger sister 2 months ago. She has since not received the card as yet. On Friday we went to the branch in Dobsonville to collect the card and were sent from pillar to post and later told that the proof of address we had was not sufficient enough to get the card. She is a minor, i only bank with FNB, i don't have a clothing account or anything. How am i to get the proof of address if i cant even use my one from FNB? This bank has just being a pain. We had to stand in the cold outside the mall for an hour, before we were disrespected by their security guard wanting us to go back to queuing outside and later to be told we not getting the card. FNB does not care about their client at all. From wanting privacy at the ATM, i had to ask the security with his friends to move from the self service machine as i wanted to log on my account.