Putrid service, from such a huge financial company

Yesterday I received an SMS to say "your payment has been rejected due to an automated bank validation process"

I called this morning and spoke to a lady ( can’t remember her name ) she seemed to know, exactly what the issue was ( change of surname – I updated my surname with the bank, using my marriage certificate, I haven’t gone to home affairs yet to officially change it) she said, once I send an email with my marriage certificate and bank statement, she’ll forward it onto, the admin team and the payment will be made immediately. I sent in the docs and told her I’ll call again to confirm if my docs was received. I called again, the lady placed me on hold to find my email, she gets back me after two minutes of hold to reconfirm my email address, eventually she finds it. She places me on hold again to call the admin department to make them aware of my email, then I was told its going to take 3-5 working days to validate my documents.