Shocking, Poor Service

My mother-in-law went to the FNB Phoenix branch to open an account so that her SASA grant can be paid into. The consultant advised that the suitable account is a cheque account costing R35 per month. She queried with the consultant if this is the cheapest account of which they confirmed. When she arrived home and we checked FNB website and noted that there are cheaper accounts than the one she had opened. We tried opening the cheaper account on the FNB app and the system declined the application. We then told her not go to the Phoenix branch as they had sold her the incorrect product and that she must try the FNB Cornubia branch. This branch refused to assist my mother-in-law with opening a cheaper account and advised her that since the previous account was opened at Phoenix branch that this is the only branch that can assist her. My mother-in-law then went to the Phoenix branch and was assisted with opening a cheaper account however when she advised them that the previous account had to be closed, the consultant advised her that this account will be automatically close. This is even more ridiculous as my mother-in-law had initially deposited R100 in the previous account and the current balance is now R90(after transferring R10 to the new account) . So how will this account close with this account still having credit balance. I have since transferred the R90 to the new account and require the previous account to be closed. The service in FNB is terrible.