Total frustration over disgusting service

I had a double debit on my Standard Bank credit card. After phoning on 3 occasions and being put through to department after department, they told me that I had to fill in a form and that they would email it to me - nothing happened! I phoned back the next day and was informed that they can only send the form to the email address that they have on record and that I had to visit a bramch to het it changed. I told them that I had been to a branch and after waiting over 2 hours, they still hadn't changed it! Both ABSA and Discovery Bank you can change your email address online. Why not Standard Bank?