Terrible service

I am disgusted by the service I received today. There is definitely a communication problem with standard bank and it's customers. My sons account has been frozen because I have not been in to rica my accounts which I never knew I had to do until I find out my sons account got frozen. Anyway I phoned the call centre and they told me all I need to do is go to my branch with my ID book and proof of residence. So I do this and then I get told \no sorry I cant unfreeze it as I need your sons birth certificate"WHY couldn't they tell me this to start with and I still don't umderstand why they need this if it is linked to my account. Very frustrating!!! My business is through FNB and I am going to change all my personal accounts to them too """