Why do you keep changing my surname back?

I have been clear about what my query is and I am not sure why you are calling me? I have clearly spelled out what I need African Bank to fix. I did the same on the 09th of October if you can perhaps first investigate this before simply calling me so that I can keep repeating myself to different people at African Bank about the same thing!

I am travelling outside the country at the moment and hence not easily available on my phone.

You provided a response saying you tried to call me and couldn't get hold of me, so I should call you back?? Are you serious? My query is not resolved as you still have the incorrect surname on my profile and because I have clearly outlined what my issue is I don't see why I should be calling you back.

I have also responded to tell you that I am travelling overseas at the moment and therefore not readily available on the phone. So what happens now??

I explained that I went to the branch in April 2025 and submitted documents, so surely you can also refer to my marriage certificate, ID and proof of residence that I submitted then to clarify what my new surname should be. I escalated this in October too, so again therein are also details of what the correct surname is. I also repeated the information here in my initial message. My ****en name is Gola, my married surname is Plogmann and when you access the system you will see on my profile it is showing Gola instead of Plogmann. Please correct this!

Yes you can send me SMS's and WhatsApp messages too.

I have received and rep**** to your SMS. What is the turnaround time on this request?

I have just received an SMS stating that the query has been resolved yet when I log on both on the app and online banking my surname is still Gola??? What is happening?

African Bank: Your query *** has been resolved. If you have any questions, please get in touch with us on ***.

WHAT EXACTLY HAS BEEN RESOLVED HERE???MY SURNAME IS STILL INCORRECT!!!!

I have waited almost 2 weeks for this to get fixed and instead of you correcting my surname I get a letter requesting me to submit documents for my change of surname again????

I cannot believe your banks incompetence and total disregard for me as a client!!!!

You have taken 2 weeks to address my complaint by simply closing it and asking me to send documents that I personally brought to your bank in April 2025.????
So, yet again I will repeat myself because you cannot be bothered to fix your own system or better yet to simply read!!!!
I visited African Bank Protea Gardens in April 2025, with my new ID, proof of residence and international marriage certificate. I asked that the lady assisting me to please submit a change of my surname from Gola to Plogmann as I was now married (since August 2024). She took these documents and made copies and advised that the process should take about 7 days. THIS WAS IN APRIL 2025!!!!!
True to what she said about a week later when I logged onto your system through online banking my surname was reflected as Progmann, meaning the change requested had been actioned. Every month thereafter all my statements from African Bank reflected my married surname, Plogmann.
All this changed around August/ September 2025 when all statements suddenly reverted back to my ****en name, Gola.
In October I emailed and sent a Hello Peter complaint. This was addressed (IF YOU CAN READ/INVESTIGATE THIS YOURSELF)!! Then a week later I was told this was fixed and yes when I logged on my surname was back to Plogmann - but this has been short lived because you have again changed my surname back to Gola by December 2025.
If this is not corrected by the end of this month - I will be contacting African Bank to transfer my TFSA to another institution after 5 years of banking with you, because frankly you are not worth the energy, time and stress and your customer service leaves much to be desired.
HOW MANY TIMES MUST I KEEP SENDING THE SAME DOCUMENTS TO AFRICAN BANK AND HOW MANY TIMES WILL YOU KEEP CHANGING MY SURNAME BACK TO MY ****EN SURNAME????