Pathetic service at Old Paarl, Brackenfell branch

After previously turning around due to the long and slow queues at the bank, I went to the Cape Gate Standard Bank branch on Monday 19 October 2020 to update my credit card profile to reflect my married surname, as I want to order a replacement card. After 45 minutes I had to leave (whilst still being a few individuals away from the front of the queue) as I had to go back to work. On Tuesday 20 October I tried again - this time at the branch on Old Paarl Road in Brackenfell. Here the waiting time was 30 minutes until I was in front. A lady assisted me, making coping/scanning in my new ID card (with married surname), original marriage certificate and proof of address. She told me that my details are now updated, and that I need to phone the credit card line for the order of my replacement card. She let me use the phone at the branch - I was told by the credit card consultant that my new surname is not yet reflecting, thus perhaps need to phone back next day. So, I phoned *** again on Wednesday, 21 October. This time the gentleman assisting tells me that my married surname is still not reflecting on my profile, thus can't order the card as it will still reflect my ****en surname. He takes my number, tell me he will try and find out and will phone be back in about 30 minutes. He never phoned back (and it's now two days later). On Thursday, 22 October I again phoned ***, just to hear the same story from a lady. Surname still not correct on my profile - must have done something wrong at the branch, etc. She puts me on hold whilst phoning another number, then proceeds to tell me to send a copy of my marriage certificate and proof of address to the following email address: *** Melvin send me an email back on Thursday afternoon, indicating that he works in the Legal department and is not sure why I was referred to him as he can't assist as I need to go to the branch to update my details. See my problem with this - I WAS AT THE BRANCH ON TUESDAY ALREADY. Today, on Friday 23 October 2020 I phoned *** again, confirmed that it is still incorrect on my profile and need to go to the branch. So I attempted to go to the branch this morning...AND GUESS WHAT. Now it is month-end, and the queue is five times as long as on Tuesday when I had to wait for half and hour. I am working, thus don't have the luxury of being able to queue at the bank for three hours. Much less when it was the consultant at the branch that *****ed up on Tuesday. Very unhappy. A whole week to attempt to order a replacement credit card. And not one step closer yet. And now I can't go to the branch again for the next week or two as it's month-end ant the queues are ridiculous long and slow. All in all, pathetic services from the lady at the branch on Old Paarl, Brackenfell. And bad service from the call centre as well.