Horrific customer service

I had to take time off work to go to Stb Westville to give proof of residence. I went in with a utility bill and letter from landlady which was not sufficient (I am in pay as u go electricity and have no accounts or bills to help with this) I waited at least 45 mins in the queue then told can't help. I then go back today with full lease agreement as well as the letter from landlady. My name was slightly squashed on the letter and they refused to accept. I then suggested I email it has I had an electronic copy, which I did. Their email addresses were down and they refused to accept the documents. Even though I gave them an emailed them and due to their internal email being a problem the customer is inconvenienced. So now I am expected to go back again during working hours to sort this out. I have already spent more than 3 hours in the bank on two occasions much to the irritation of my boss.