Pension Payout

I would just like to mention the terrible service we have received from AF. My wife left her job end of May and for the last month we have tried to get AF to pay out her pension with no luck. the payment first rejected in the beginning of July, when we called they said they couldn't pay cause her surname on her Bank is different to on her ID cause she has just got married. they said all i need to do was send through her marriage certificate which i did on the 05/07/2018, and they will make payment. i had to wait 2 weeks for them to receive the email of which every-time i had to call several times to make sure they received it. On Monday 23/05/2018 my wife called and they said payment has been made again. on the Wednesday it rejected, when i called they said the same thing that the Bank and ID was different and all i need to do is send her Bank statement with her ****en name on it which i did again, they said they will pay it when they receive this. On Friday (27/07/2018) still no luck, they said the Supervisor will sort this out and call me, which did not happen. today (30/07/2018) i called again (cause they never call me) they saying they still cant pay till she goes to a bank to change her surname. i don't mind going to the bank but for nearly a month they have told me i don't need to go to the bank and should just email them all the stuff they need!!!! its been a run around for over a month and probably lost some money with her money being in these markets giving bad performance!!! i am in the industry and i know you can pay a pension pay out if you have a marriage certificate (and they said the same to me) so i don't know why they cant pay her, her pension fund. I feel sorry for anyone else that has their pension money with AF!!!!