Unreasonable requirements to change physical address details

I don’t understand why I am being given the run around just to change my physical address. It makes no sense that someone can get a loan over the phone but they have to go into the branch to change their address

I visited your V&A Absa branch and the lady there took so long and still didn’t even change the address. She didn’t accept the first document cause it was in my second name and not my first name and there was an extra letter. I then sent her a credit card statement and she went through each line item which felt like an invasion of my privacy. I was only there to change my address so why didn’t she need to go through each transaction individually??

It’s inconveniences like these that make me want to move banks. I’ve always got to fight some sort of useless battle just to get things done.