Refusal to correct my surname due to Capitec's error

As a loyal client to Capitec for years, I am so irate, frustrated and disappointed with Capitec Bank's service.

I contacted Capitec Bank regarding the mistake they made in capturing my double barrel surname (not hyphenated) on their records which is now inconveniencing me on my other private matters.

I sent them an email on 17/11/2025 with the same ID I gave the consultant at the branch when I was there to open the account. They plain blank refuse to update my information and not even acknowledging their mistake only told me "We are not able to update your name or surname remotely as the relevant FICA documents (ID/Passport & Marriage certificate/Divorce decree) would need to be physically checked and scanned into the banking system." and "Due to the complexity of the request and the security measures in place, a branch visit will be required."

Why must I go back to their branch whereas I was there and they scanned my ID and still they captured my surname incorrectly, now it is my problem to fix. What happened to taking responsibility and be client centric and treat customers fairly? Clearly that does not exist with Capitec. I still stand, I will not go to their branch or else I will have to take my business somewhere else, clearly they do not care!