Just trying to upgrade and account

My son went to upgrade his account however he now instead of just upgrading his account all of a sudden has a 32 day notice account and a sim card, he has lost all his data and call time as well as did not get what he asked for. When I enquired about this all I was told is it was explained to him however this is not the case the staff member could not answer any questions that I posed, how can FNB supply a 18 year old with things and get him to sign documents without making sure the person understands the consequences. Bad on you FNB Westgate.