TERRIBLE, RIDICULOUS REQUESTS!!!!

I am truly and utterly disappointed in the service of Refinery!!! They provisionally approved my account and I tried for 3 months for the approval to happen but they never had the decency to call me to tell me that I need to give them my marriage certificate!!! However I am married ANC and my certificate has nothing to do with anything!!! I was told by 3 MANAGERS that my marriage certificate is not needed then but they still insist I send it because my surname reflecting on my bank statements and that reflecting on my ID nr is not the same! I have not and will not change my surname neither Mr Price, Edcon or Vodacom asked for my certificate!!! This is utterly ridiculous!!!