Edgars
FICA

I want to know why when me and my mother tried to FICA her Edgars account you did not accept the documents she provided.
she managed to FICA her bank account with an account of hers that has her physical address on but you do not accept any of the documents that she submitted.why is it so difficult to FICA an account with you? we have been loyal customers for years now.
please revert asap on this?
thanks