Pathetic and Highly confused Customer Service

Over a year ago I opened bank accounts for my 2 kids , I have told them numerous of times it should be loaded on my profile and that's what I was told when the accounts were open. Ever since then when I log on to my banking the accounts never show ,I called up customer care number for assistance on the balances on the account which I was assisted on by them logging on with my id number ,so about a month back I have chatted on online secure chats on the fnb website and the agent told me that I should send a email to fnb asking them to merge my kids accounts and it with appear on my profile I am still waiting till date. Today when I contact customer care they just cant assist me ,with my profile apparently they see no accounts of the kids and even if they did I don't have signing powers of the accounts and I need to go to the branch. Why do we have to authenticate our details on the line if you guys don't believe us and after a successful authentication then you say only the bank can help because we produce a id book. I was assistance one on the phone with the kids accounts ,then on secure chat I was told to email for the merge and today its a complete different story . Highly frustrated how do I solve my issue.