Prestige banking lack of service

I have recently got divorced and had submitted my documents to amend my surname. The service suite had contacted me and rightfully so wanted to authenticate me via my app. I had logged into the app and accepted the prompt 3 times but it had declined on their side. I now have to take time of my day to go into a branch to amend my surname. My prestige/private banker hasn't made contact with to attempt to assist. I find this extremely inconvenient. Whats the point in having authenticating system that doesn't do what it is supposed to do and personel that isn't willing to assist. In my opinion, it's a waste of money paying for non existent service.