Inadequate response to my query to update my details on online banking

I attempted to update certain details on my online account and was informed that I would have to contact FNB. I called the FNB private banking and was informed that I should be able to change my surname and address (I am now married). I tried again online with the same response. I called FNB private banking again and an agent told me that my details had been changed as asked - when I checked this was not the case. I called FNB private banking again today and the calls were dropped. I was contacted by another agent who told me that I would not be able to change my address details without sending a new proof of address. Why was this not communicated to me yesterday? During this whole process I was told to simply wait and periodically log on to see if my details had changed . In addition I had to request that my details for my app also be changed??? Surely one of the agents should have asked me if they could do this as well??? I have been banking with FNB for over 20 years and have never received such shoddy service