Virgin Money unable to change a surname

I tried changing my girlfriends surname back to her ****en name. After several e-mails, phone calls and documents that were mailed we received no reply. We call and tell our story to the person answering the call just to receive the same response, mail us your fica documents and wait.

We mail the documents and wait, nothing, we call, the lady says ok she will forward the documents to the fica department and get back to us. Sure, today we call again and explain the situation to a female. We tell her that my girlfriend surname is van Dyk, she insists on calling her Mrs. Steyn. Do you have any idea how frustrating that is? That surname opens up a can of worms every time it is used.

We reach our limit of how much we can take and ask that the account be closed if they refuse to change the surname. We are informed that the system is off-line so the account can't be closed. What should we do to change the surname? Just how difficult can it be? Since we requested the change the first time 2 months have passed. Great service?? ??