wasted my time and money

Called the customer service with my airtime to find out if I could change an address with a proof of residents with my deceased mother's name and an unbridged certificate and her ID book she said yes then sent me an email to go to my nearest bank with my bank card and the document got there and they told me I can't can't change it I must go to counselor's office to get a counselor's letter for a proof of residents what makes me more angrier is that I wasted money for taxi fair I hate capitec now I think I should swap banks