Absa's bad communication wasting my time

I went to the Absa Stellenbosch branch in Plein street because I need to change my surname on my bank account since I got married. There was a long queue, so I asked the lady at the door what I need to change my surname, and she rep**** that I only needed my ID. After standing in the queue for a long time, I reach the front and the lady tells me I need proof of address as well. Since I don't have that she can't change my name. She doesn't mention anything else I need. So I go home and get my proof of address. The next day I stand in the queue again and when I reach the front, another lady tells me I need to show the marriage certificate as well. I explain to her that it was not needed yesterday, why now? But she insists she can't help me. I am really frustrated that Absa employees are wasting my time like this. Perhaps I should just open a new account at Capitec in my new name.