Absa can't fix their own mistakes

I recently tried to migrate my debit account to an ultimate account as this account will suit my needs better. The sales consultant made a mistake and created a new account instead of just migrating the existing account. Now they are saying that "as a client, we are only able to apply once a year for this product and it is not possible to undo the application". But this was not my mistake! There must be a way to reverse this. Now I'm sitting with two accounts, which I don't want. I had to drive to another branch, because the consultant said I needed to close the "wrong" account there. They could also not be of service to me, because there needs to be money in the account in order for them to close it, which I also find ludicrous. I am not going to pay money into an account just for them to be able to close it, there must be a workaround for this. Plus, I'll probably have to pay the banking fees for all of these transactions, none of which were my fault. Please help Absa! The answer can't simply be "sorry, mam, there is no way that we can fix our own mistakes"!