Capitec - Poor Service at Branch

I app**** for a loan online and was contacted telephonically by two Capitec representatives. The process was smooth and painless. Both Ms. Zulfa Ebrahim and Mr. Kyle Williams were a pleasure to deal with and, in fact, convinced me to open a savings account as well. Mr. Williams completed my request and assured me the only thing left for me to do was to go to my nearest branch to collect my card and set up my banking app. All I would need is my ID. I quickly checked where my nearest branch was and was delighted that they were open past 5pm. My husband and I rushed over immediately. We arrived at Capitec Blu Valley and were assisted almost instantly. I was assisted by a lady named Thato. I have a problem in that I haven't, due to Covid and other factors, been able to get a new ID that displays my married surname, though it has been changed at home affairs. I have discussed this with both Ms. Ebrahim and Mr. Williams, provided a copy of my marriage certificate and all was well. Thato entered my ID number on the Capitec system and saw that the surnames don't match. I started to explain that the people who handled the online part of things were aware of this and that it wasn't a problem. She didn't give me an opportunity to explain fully and just said, again, but the surnames don't match. I tried explaining again but she clearly didn't want to listen to me. In the most condescending way I have ever been spoken to said again, simply, the surnames don't match. I know the surnames don't match, they are my surnames. No advice on what she would need to move the matter forward, just this accussation(?) hanging between us. At this point I may have started to raise my voice, but it really felt like I was not being heard. Thato then told me that she won't deal with me and accussed me of "slapping her table". My husband saw the whole thing and is as baffled about the accussation as I am. Seeing as she insisted on seeing the original marriage certificate, after just stating the obvious, my husband who is recovering from spinal surgery had to drive home to get it in heavy traffic while I waited a good 30 minutes at the branch. I had electronic copies with me but these were deemed unacceptable. When I finally had the document I was assisted by Millicent, who offered excellent service and really went the extra mile. She stayed after closing time to determine a problem with the loan not being paid out correctly. I know my one-star rating doesn't fit my review fully, but I am still shaking with rage and indignation from my interaction with Thato. Despite all the good experiences, all I could think during my time at the branch was that I made a grave mistake moving my banking matters to Capitec if I was to receive such service on my very first day of being a client.