Incorrect details

several attempts were made to change my residential address, each time i will be told that details has been changed and an sms will follow after verbal confirmation, each time i go and request for my bank statement then it reflects a totally different story. on the 26 October i decided to pop into my nearest FNB(Randburg) full of confidence and requested for my bank statement as i needed it for other purposes and i happen to overlook the details on the statement as i knew that i was guaranteed the last time i went and changed my details that every thing is in order and the sms also did justice to what i was told verbally, only to be turned back after sitting for hours waiting to be assisted at the place were i was and i was then told my personal details do not correspond and had to go back and sort this out. Is FNB waiting for this situation to spiral out of control before action is done?