Branch Manager refused to render service

I visited Capitec Brackenfell Branch to update my Fica requirements. I have applies for change of surname from home affairs and after due process I was given a ID with a new surname of which I app**** for. I went there with both my ID the one with an old Surname and the one with my new Surname. The proof of address is still in my old ID. Naomi Walsh told me to go back to home affairs, and get a letter that states why I changed my surname. I gave her my drivers licence which still has my old ID, still she refused to help me, she told me she has a vast experience of 9 years with the bank so I can go wherever I want to go, she Is doing what is right for the bank