FICA documents outstanding on my account

My account has been frozen due to outstanding FICA documentation. Bank is saying I opened the account without a proof of residence....please explain to me how anyone can open any account without a proof of residence. But fair enough, I then proceed to the bank in Robertson to fix the problem, guess what, my proof of residence won't be accepted! The guy \helping"me at enquiries is as helpful as a rock! I rent from someone so my utility bill is in the landlords name - bank is suppose to give me a form to be filled out by landlord....does the guy at enquiries do this"