To be annoyed with Lloyds!

[HannahMontannaBeachTowel]

3 weeks ago DD got a letter asking her to submit proof of her residency in the U.K.

DD is 12 weeks old so she doesn't have much proof of this.
I sent a copy of her birth certificate
Yesterday I got a letter asking me to send more proof. I called up to ask what this could be as she doesn't have utilities ect. The person on the phone told me to fill in a form with DD's NI number. I explained she doesn't have one.
The person on the phone then told me that I needed to go to the government website to look at what to do if issued with a letter asking for conformation for newborns place of residence.
Am I being unreasonable to expect Lloyds to be able to advice me on what documents they would like me to send in as they issued the letter?
I am perfectly happy to be to IABU because I'm being pretty sensitive at the moment and have a rotten cold and am having long nights with the baby.

Have you opened an account in her name? If so, they should know what documents they require. Ask a different member of staff.

From memory we had issues with Lloyds when we tried to open an account for DS despite us having 3 accounts with them (for some considerable time with decent amounts in) so in the end we went with NatWest where I have an account but barely use it.