Inconsistent, is moving to Capitec the right choic

My husband and I went into Capitec at Carlswald in order to move our accounts over. Prior to this he had gone to Capitec to find out about the process in moving our accounts over and he was told that it can be done easily. The lady that assisted me was helpful to an extant and advised me that unfortunately they are unable to action the moving over of my debit orders that I have for my credit card, and anything that is debited by another bank, I would need to go to each place and do it myself. This was very frustrating and disappointing and not the best start.... The person that helped my husband on the other hand did not mention anything like that to him and advised that she will sent the request in order to have his debit orders moved, he to has debit orders similar to mine. I then informed the lady who helped of what I was told and she was not aware of this. Same branch, two different people and there is no consistency.... are we really making the right choice by moving over to Capitec? The lady that helped my husband said she will keep a look out for my stuff as well. So now we wait to see who was right. This is unacceptable and disappointing.