Poor service by FNB an FNB Koster Branch

I am trying to open a Teen Account for my grandchild, 15 years, the bank want the original birth certificate, we do not have it but we do have a copy. FNB does not want to help us. The father and mother are divorced..and I do not know where the birth certificate is. I am very dissapointed in FNB. I am a client with FNB for 22 years. In Koster the people know me and at the branch they know who I am. I am no ******** who will commit any *****. So I realize thet that is the rulres an regulations, BUT realy I think some where the can be an ecepptance on the rules. I did try online application, but there was also a problem and FNB would have contacted me, after 4 weeks no one called me. Poor service