Poor Customer Service

My mum has been trying for some time now to open an aaccount at Capitec with no success. Yesterday we went to the Middelburg Mall branch again and she was turned back because apperently on the system her surname is Arends and not Sibeko like on her ID we explained to them that it is becoz she got divorced and remarried. They requested a divorce letter which for which I had 2 drive all the way home again. Back at the bank we were told that letter is too old my mum has to go to Pretoria to get a new one they didn't wanna accept her marriage certificate which we feel is also proof as to why her surname is Sibeko and not Arends anymore. And she didn't just wanted to open an savings account but she wanted to invest R250 000 at the bank. I am so dissapointed at the servicewe received and I think Iif it was another bank they were gonna assist us.