She is giving lots of stories!

Invited to migrate from Virgin Money to ABSA credit card. Bank agent incorrectly spells my surname when capturing the application. Bank refuses to accept my valid SA ID document as proof of the correct spelling of my surname and cannot (will not) explain why. Person dealing with my query send me an email (in error I think) where she tells her colleague that "every day she is giving lots of stories". Completely unprofessional.