Misrepresented about the fee structure

When my dad called into the telephone banking to arrange for a beneficiary transfer the agent refers him to self service internet banking however did not disclose there is a cost to it. Now he found out on the statement and when requested the agent to deactivate it for him, he was told that he needs to go to bank to do it. If one can just created online why cannot one deactivate in the similar way. They misled on the cost and then now refuse to assist.