Absolutely ridiculous

I was advised that once i app**** at FNB i can change to a cheque account after 3 months salary has gone into the account, I was unable to do it on the app so I called them, they advised I should wait one more month and then try, however on the app it said apply now and I did. Now they tell me i app**** for a whole new account and i need to do the debit order switching by myself all over again, I feel this is rather ridiculous, can someone contact me as i received messages advising me to send documents through but I cant understand what documents need to be sent ?

The app is not user friendly at all.