Card collection

I have app**** for the savings account online for my child. The account was approved prior I submit FICA documents. I have received an sms and the email from Nedbank conforming that my sons card is ready for collection at Northgate branch and I should bring my ID and proof of residence. I went to the bank on the 25th August and all of the sudden things have changed , I now have to bring the birth certificate of the child , I have so fill in and sign the indemnity form . I will have to wait for another 48 hours for Nedbank to verify my FICA documents. If this **** was explained to me before I should have brought all the documents when I went to the bank or should have gone to the bank next door. Nedbank have inconvenience me and waisted my time. This is not how customers are treated. The account I have opened is for the 7 year old and not a ty**** who have millions. Bad service