Capitec Caledon disgusting lack of service

I went to the Capitec Caledon branch on Saturday 31/07/2021. I went with the intention of changing my surname on the system using my divorce certificate. I was assisted by a consultant named Gershwin. He advised me that I would not be able to change my surname and that I needed an ID. I then asked to speak to the BM as I knew it was possible due to this being done for a friend of mine previously and my brother who worked at Capitec also advised this was possible as per the training he received.

When the manager came to "assist" she advised "NOPE" this won't be possible and that I needed an ID. She had a very diagusting attitude to the point where ot felt like she really just did not want to assist. I then advised that I would like to do a complaint, I was then given a piece of paper to write my complaint on and when I wanted to throw it in the complaint box I was advised by this Gershwin guy that he will keep my complaint seperate as there was no space in the box.

I am complaining due to different processes being followed for different people, The managers attitude and the fact that they followed incorrect process with the complaint, as my brother advised the complaint was supposed to either be sent through to their Helpdesk department or directly to the Complaints department. So this clearly means my complaint was never going to be dealt with.

I have loved being a Capitec client for all the years that I have been one but this experience has completely changed my opinion thus I feel like closing my account and going elsewhere.

Can someone help me with this complaint please.

Regards A disgruntled client