ABSA loses the Customer Services award again

I went to ABSA to change my surname back to my ****en name and my address details. I specifically told the lady at the ticket issuing counter that I'm changing my surname, and she never asked what documentation I have with me to make sure they can do it. I then sat in a queue for 45 minutes. Firstly, there were 7 or 8 people at counters. It seemed as if only two counters were servicing people, since the other 5/6 counters only serviced 3 people in the time I was there, and not one person was at the counter for longer than 10 minutes. Secondly, they called the ticket number before mine, nobody arrived at the counter, then they called mine, and all of a sudden the previous client woke up and came to the counter. This was probably 15 minutes into my waiting time, then eventually half an hour later, they call the number after mine. So the ticketing system doesn't cater for the fact that some customers may be slow and when you call the next number you need to revert it. At this point I had already raised with one of the people in the fact that there are 5 open counters, but the cue of people around me just seems to be growing and nobody is servicing them. Then, the final straw, I get to the counter and I am told I need a divorce certificate to change my name - could the lady who gave me the initial ticket not have asked me whether I have this document before making me wait in a cue for 45 minutes. I had just come to FNB to do exactly the same thing, and there were no questions asked and it was done in 5 minutes. I specifically moved all except my bond accounts to FNB due to this bad service, four years later and I see nothing has changed