Poor service and lack of communication

I contacted both the call centre and the general info email enquiries as I wanted to open a Sum1 banking account for my grandchild. I received both telephonic and email confirmation that I could go to any branch with FICA documentation to assist with the opening of the account, but was told at the branch that I visited that I was not allowed as the grandfather to open this account. I left annoyed and frustrated with the conflicting information received and that for trying to want to encourage a culture of savings.