Bad service

Today I was at Nedbank hayfields branch. I waited for the whole hour to be served but I walked out having received a very bad service. I had opened a tax free account online and had received an sms to take my ID and proof of residence to Hayfields branch. When I was there I was told that I need to produce a marriage certificate and luckily I had it on my phone. Then I was told the account will be on my old surname (****en). Then I requested it in a print out because I wanted to link the account to my account with another bank. Also I'm told that even if I change the surname but still the account will be on my ****en surname. Now I did not understand at old. When I was opening online I had put my new surname. Then Nonto said she will write it on a piece of paper. How then do I trust that that's the correct account because there is no way for me to confirm that. Since she said that I won't get any sms notifications when there are deposits and I know I won't have an online profile since I don't bank with standard bank. The service is so bad. They don't care how much I waited. I then ask if they open a new account then on my new surname and they said I have to wait again on the queue but it won't happen because there is an account opened.