Bad service

My card is lost and I needed a new one. On your system it has my married surname but all my id,drivers license still has my ****en surname I could not get assistance because they want my new ID. I stood in one of your stores for over an hour because the call centre keeps on sending us from pillar to post. This is not the first time this has happened. Why is it you need a new ID now but when I changed my surname on your system it did not need proof. I want my surname to be changed back to my ****en surname because i am not applying for a new ID just because of Mr Price. I have a marriage certificate and my old ID. Why is that not good enough. If i am not going to get assistance for a new card then can you please close my account because then I dont need it.