Pathetic Service from Absa

I was just at a branch where i need to change ONLY my surname on system. When i explained to the lady what i need to do she asks for a proof of address so i give her one and she says it needs to be a statement with my new surname on. My question is why do i need proof of address just to change my surname on system. I bank with absa why don't they want to help me? Now my money in my account is going to be blocked for 14days. What am i suppose to do in that time for money?..Usually your bank is the place you start to change details to take to other companies to change details via statements. This isn't the first time i have struggled to get help from the bank WHERE I PAY TO BANK. Im changing banks as soon as i get my money unblocked. Pathetic that i have to fight with a place where i pay to get these services. Absa is one of the "most expensive" banks to bank according to public but yet when it comes to actually helping their clients they fail.