Wesbank Call Center Agents not clued up

I dislike writing bad reviews but it seems that this is the only way a company will notice you.

I sent a request through to Wesbank, 3 weeks ago, 14 August, to change my surname and address on their system so that when I settle my vehicle, it will have my new married surname on the registration papers and my new address.

I sent my Certified ID, Marriage certificate and Proof of address as requested after almost 2 weeks they only changed my address. When I asked about my surname, I was asked to send my ID again, which I did, the same day. 4 Days later I was asked to send my marriage certificate again. And this is the part where I lost my temper.

I spoke with a gentleman at the call center, Camdon, on the 1st of September and he assured me that my surname will be changed on the morning of the 2nd of September. I requested a new settlement quote on the evening of 2 September and my surname still wasn't changed.

This morning, 3 September, I phoned the call center again, was on hold for a lengthy period, and shortly after speaking with one of the consultants, he dropped the call. I then phoned back, spoke with a gentleman called Daniel, and he changed my surname on the system, immediately, but then proceeded to tell me, that regardless of this, my registration papers will still show my ****en surname. He advised me that after I receive my documents, I should request a duplicate of my registration papers and then request that they change my surname on that document, which I then have to pay for. And he then said that I should take both to the traffic department and change it there.. or something like that.

If someone could've told me this 3 weeks ago, I wouldn't have had to go through all of the effort for nothing, absolutely nothing. This episode has cost me nothing but frustration and a nasty phone bill.

I still don't understand why my surname can't be changed before the vehicle is registered in my name as it is currently still in the banks name.