Professional banking - Paying R4000/year for no service

On 19 March 2019 I informed my personal banker that my surname is incorrect on all of my cards. She said she will fix it and send me my new cards, I just needed to send a copy of my ID. The ID I sent was larger than 10MB so she had to request Nebank's IT to download the document. She failed to do it. She also did not follow up with me and when I followed up with her, the download had expired. So I sent the copy again. Again she had to download it. That was 29 March. On 30 May I followed up again - only to be asked to send my ID again. I pay around R4000 a year for this service and I expect more.