False information by omission?

I went to the Nedbank University branch at the beginning of August to get a bank statement. Asking the person who assisted me if I would be able to do it online, she confirmed that it was possible and when I inquired about the cost, was told it was free - after she confirmed this with a colleague sitting across the room. So said, so done. I was registered for internet banking. I have no need to use it much except for the odd statement (2-3 times a year), so I assumed everything was fine.

What a surprise I got today - I received my statement and low and behold - R13.91 for internet banking that I didn't even use yet! Called the call centre where the lady that helped me was very apologetic about making me wait (approx. 20 mins) as the system was slow. But they couldn't help me, I should phone the branch. Phoned the branch where the person that answered wanted to know what was wrong with my internet banking. After again explaining to him that there was nothing wrong with the internet banking, I was transferred to someone else and told that only the app (which I cannot use - don't have a smartphone) is free. This was not how it was explained to me. And guess what - I have to go to the branch - so all in all I spent more than R13.91 to try to get rid of a service that was falsely promoted, but if I don't, I'll have to pay Nedbank R13.91 every month for absolutely NOTHING.

I'm in the market for a new banking partner.