FICA Documents

In Mar/Apr 2014 I went to the Woodbridge branch to FICA my son and daughter's bank accounts. The lady that assisted took the documents, scanned them in and showed me that the documents were online and saved. In Nov/Dec 2014 my daughter's account was blocked. We went through to the Alberton branch and were told that it was due to the FICA documents. We had to rush home get the documents and then went through to Lambton branch to submit the documents. Again the customer service agent showed us that the documents were scanned in. On Tuesday, 10 Feb when my daughter went to draw money she got an error \There is no account linked to this card". She went to Lambton branch and they advised that they needed the FICA documents. The customer service agent told her that whoever scanned the documents didn't do it properly"