Not contacting customer before pacing hold on account

On 30 May 2024 i tried to transfer funds online to a child's FNBY Savings account. i could not as FNB placed a hold on the account. On either 31 May or 03 June 2024 i went to the Woodbridge branch in Kempton park to find out why a hold was placed. The consulted verify me using my finger print. I explained that there was a hold on the above account and i needed to know why. He proceeded working on his computer and after a while just said to me all is sorted. I ask what was wrong and he said that the account had to be KYC`d. I ask him if he didn't need any documentation and he said that the account holder just needed to be verified. My question is how did he manged to verify the account holder if the child was not even there!! That said and forward to 24 July 2024. I received notice of a registered letter addressed to the minor, picked said letter up on 25 July 2024 and wow, letter dated 15 April 2024 and confirmed that FNB will terminate the childs account due to non-compliance. I do acknowledge that the letter is dated 15 April 2024 (dated before i went to the branch), but what grieve me is the following and i quote "We have attempted to contact you to confirm that the KYC information we have on record for you is up date, however we have been unsuccessful in those attempts (note attempts as in more than one attempt). I would dearly liked FNB to provide to me proof of all the said attempts to contact me (Phone calls, whatsup messages, emails, registered letter or normal letter or any other proof they can come up with as evidence that they did tried to contact me.