Consultants not trained properly.

We (my husband and I) opened an account with Nedbank a few months ago. After numerous problems, the other consultant asked why we have this account as it is expensive and we are pensioners. She said we should change it. We went to her 4 weeks ago and did all the necessary paper work. We were told it had to be authorised and they will phone us. Went in 2 weeks ago - still nothing. Yesterday I went in again and have been told that this account is for \new"customers only. <br> My problem is 1) Why were we given that account in first place and 2) Why suggest we change it if not allowed."""