My Surname is causing issues with your software??

On Friday 22nd of September I have app**** for the Price lock deal after going through all the motions and giving my banking details etc I received a message that all was approved. After waiting a couple of days I phoned your call centre and they advised that they will get the price lock department to give me a call. And this morning 06/10/2017 they gave me a call and advised that the reason for the delay is because my surname is 2 words " van Jaarsveld" and therefore I need to now submit bank statements and copy of my ID. because your system has a conflict with the fact that my SURNAME is 2 words. My problem is as Follows: - If this is the case shouldn't you have phoned me the Customer??? and explained the situation??? Couldn't the lady who phoned for the deal prompted me on the call to tell me that she will need these docs for approval? - DSTV is supposed to be on the forefront of technology how can a Surname that is 2 words give problems to your system??