FNB Turned me away for a second time!

I have been contacted by FNB to upgrade my cheque account. I have banked with FNB for years, my husband banks with FNB and we have our home loan through FNB, but when it has come time for me to collect my new card it has been a nightmare. The first time I went in and was told I can not get my card as my ID book has not been updated to my married surname therefore I require a marriage certificate. I go back to FNB a second time with the copy of my unabridged marriage certificate as received from Home Affairs and that was not enough either, as a FNB client I have now been turned away for a SECOND time and was told I need to update my profile and bring in my proof of address! I do not have proof of address as I do not have any accounts that are sent to me. I had a previous complaint with regards to an I Pad device i got through FNB and sent an online message and after about 2 months I am still waiting for a response, FNB was number one in my eyes, but unfortunately the service I have received from them lately has made me want to change banks.