FNB - Kgothatso Ntshebele - says YES to things that she doesn't know - Incompetence

I called FNB and told Kgothatso Ntshebele that I couldn't apply to renew my SA Pasport online as I wasn't born in SA. I asked whether I could go to Merchant Place to make an appointment to renew my SA Passport. I asked Kgothatso Ntshebele twict whether I could do something at the Merchant Place Branch and she said YES. So off i drove and was informed NO - I need to go to Home Affairs to renew my Passport as if you were not born in SA you cannot use the Branch.

I told Kgothatso Ntshebele all of this but she still said YES - why say YES if you don't know and waste my time - incompetence !