Absa poor 'Fica' service

Me and my wife got married legally. As a *** couple we decided to change our surname back to my birth surname, so both of us received new surname and Home Affairs issued new ID smartcards. I went to my bank, Nedbank with an appointment and changed my surname without any problems, excellent service Nedbank. So my wife and i went last week Saturday to Absa. Bad news they do not make appointments. We gave all the docs upon which the lady said no she cant accept, she needs new utilities bill in correct surname, we accepted and arranged for that. So this Saturday morning we went back again, que for more than an hour! Give all the docs again with original new IDs and again rejected. Now she needs new marriage certificate and requested us to go back to Home Affairs. We gave them the original marriage register displaying new surname. Fica says you only need to supply new ID and proof of address. For heavens sake, what a struggle. After more than 20 years a client at Absa with 5 products. Is this the way to treat clients? Now we will have to take out all 5 products from Absa, including home loan and go to a another bank who will accept us with open arms