Terrible service and attitude. Does not care about clients at all

It seems FNB does not care about their clients at all. I emailed them to ask if they could change my surname since I got married. I got an email back saying they need a letter from Home Affairs to verify my ID or they will freeze my account. After numerous unsuccessful calls, I decide to just go to Home Affairs. I stood in line for hours just for Home Affairs to tell me that FNB should have given me a letter asking for my online verification biometrics. Because of their incompetency I wasted hours and they still threaten to freeze my account. All because I wanted to change my surname with them. And when I told the lady I would rather close my account if she isn't willing to assist she tells me 'alright'. I have been a Premier client in good standing for years, yet this is how they treat me.