Inconvenience caused due to incompetence

It is appalling that I went to the branch to update my marital status & surname and only to find out the marital status was never updated. Over and above that I have been able to withdraw from my short term savings with no issues and only to be told now that my withdrawal cannot be processed because they need my marriage certificate. A certificate that I brought in person to the branch. Why update a surname without the salutation??? can someone explain to me what kind of unprofessional behavior is this??I mean why would I bring a marriage certificate and an ID just to update a surname REALLY?? I am so upset because I needed this money this week for my kids school items and now I have to wait another week due to someone who did not do their job?? Can someone, a Manager who knows what they are doing give me a call immediately to sort this out because I want that money in my account by Friday latest.