Freezing of accounts

Opened Standard Bank PLUS PLAN accounts for both my children some years ago. Have been transferring their pocket money electronically on a monthly basis. When I wanted to transfer on 2 March 2015, I was unable to do so (to both accounts). I sent a secure message. Therassa Mabaso contacted me on 3 March 2015 @ 11:12. I requested what was wrong. She told me that both accounts had been frozen, due to the children's birth certificates not being on their system. I was stunned - how can you open an account without these documents. The call was not recorded and Therassa could not give me a reference number. I sent her all the necessary documents on 3 March 2015 @ 11:48. I requested that the accounts be opened immediately. Today, 5 March 2015 @ 10:00 - the accounts are still frozen. Not possible to phone Therassa Mabaso at Lynnwood Ridge branch, as ALL the Standard Bank branches only have one telephone number listed in the telephone directory ***) - voice prompts - and try to get hold of the particular branch - hugely frustrating. Your assistance please. The only people not benefitting from this, are the children, who are unable to access their money.