Turned away 3x: Staff unaware of what is required

I have recently got married and contacted the ABSA call centre to find out how I can go about updating my details. I spoke to a lovely young man named Mohammed who informed me that if I took proof of identification and a certified copy of my marriage certificate all would be in order. This morning, after doing my first teaching lessons, I loaded up my baby and went to ABSA Birchleigh North and stood in the queue. After waiting several mins, I was informed that a certified copy of the marriage certificate is NOT acceptable and I need to bring in the original along with my current proof of residence. I returned home, continued teaching my classes, and went back to the bank with all the documentation which I was told to bring earlier (including ABSA statements for Dec). Again standing for over 25 minutes (with a baby) I get to the counter and I am told I can not be helped as I do not have proof of residence in my new married name, which was never indicated on the phone call or the previous visit. I'm highly annoyed as I made a point of finding out before I attempted making the changes. I'm considering changing facilities, as over 20yrs of loyal service seems to mean nothing!