Clueless agent

I had a chat with Mathapelo from the commercial chat division today 13h43 to 13h49. I was enquiring about opening a Stokvel account online. She immediately said it's impossible and I need to go to the branch. I read up about this online option before and I contacted fnb just to make sure and confirm. Please provide training to Mathapelo and make sure she gets knowledge about the products which her division is supporting. If I could read up to learn, surely she can do it also as she represents your organisation.