False Marketing FNB Home-loans

My mother transferred her home loan from SA Home Loans to FNB. She was informed that she would start receiving eBucks after three months. At the end of March, when she contacted Noma Gumede, an FNB consultant, she was told that the waiting period is actually 90 days, not three months. After 90 days, they informed her that her application was unsuccessful. This feels like false marketing by FNB Home Loans.