Misrepresentation by FNB branch consultant and revolting service from FNB Connect call center agent!

A consultant at the Rosebank FNB branch, by the name of Thabang (if I am not mistaken) on the 27/11/2019 completely misrepresented to my house keeper, in my presence, the benefits and terms of the Fnb Easy Account. We were told that for R59 a month you could get an easy access account which would allow you to withdraw up to R2000 a month free, deposit up to R2000 a month free, withdraw from Pick N Pay till point if over the withdrawal limit for R1 and get a free FNB Connect Sim card with 60 voice minutes, 500mb data and 60sms loaded monthly at no additional charge.

Today, I went into the Rosebank branch with my house keeper to get her an new phone from FNB Connect as her phone had broken a few days ago. When we attempted to do a sim swap, the Fnb consultant, who was very helpful, said that we could not do so as my house keeper's "contract" had to be cancelled. This was all news to us and we were told that R60 had already been debited off her account. Had she have been told that the sim card she accepted was in fact a contract with a "top up option" carrying a fee of R60 she would not have agreed to get it. I understand, that the easy account comes with a free Fnb Connect sim card loaded with 30 mins voice, 100mb data and 30 sms monthly at no charge. I am absolutely shocked how this happened. I made it very clear to Thabong that she needs the cheapest account, with no hidden fees. He assured me this was so, I left the two of them to open the account, happy in the knowledge that she wasn't being taken advantage of and that she had been offered the cheapest option for her. Boy did I make a mistake leaving her to open the account alone with the consultant! Why on earth would anyone up sell to someone in a very low income category and take such advantage and omit that it costs R60 a month and constitutes a month to month contract? Shocking!

We had to go through the FNB Connect call center to sort the "contract" issue out. Well that was a below zero experience. She spoke to one Lerato Matshethe (call ***) who she passed on to me to help her resolve her issue. He refused to answer my question relating to the CPA and the period in which she could cancel without penatly, he refused to enage with me, was extremely rude and lectured me on giving her the wrong sim contract (which I as her employer did not do). Lerato then failed to answer my house keeper's very same question in Spedi. He was extremely rude and obstructive. We are unsure if further money will be deducted from her account after the contract is cancelled within 24 - 48 hours.

The manager of the Rosebank branch eventually agreed to reverse the R60 charge for the contract that was actually never taken out as my house keeper never agreed to paying anything more than R59 a month.

The fnb connect phone that I took out today for her, I took out on my banking profile. I was told that she would get my benefit of 60 voice mins, 500mb data and 60 sms. We checked her balance when we got home through *147# and surprise surprise it's loaded as 30 voice mins, 100mb and 30 sms. Why was I told different in the branch?

I seriously worry about how many people get taken advantage of like this. This is unacceptable Fnb and Fnb Connect! Fnb Connect, you seriously need to educate your call center on consumer's rights and employ ethical, polite people who really want to help resolve issues.