Incompetence of the consultants

I submitted my new ID and marriage certificate at an fnb branch and their incompetence is starting to annoy me. My new details were updated but they failed to update my new details on the bank statement that I download from the APP. I used their secure chat to communicate with them and I was gosted by their consultant named Priority. I sent my private banker an email she’s also ignoring me. They make me suffer for their incompetence. I have about 16 years with this bank but this is the last straw. I feel disrespected and not valued at all