Capitec Business Account changes took long to received docusign documents

We have a company account with Capitec Business that we would like to change the name and address, submitted the query with all documents required on the 10 of Jan to Nkagiseng Mdluli - Relationship Banker email address *** until today 19/01/2024 we have not received the Docusign Documents to be signed. yesterday the 18/01/2024 I sent an email to follow up. She mention that we will get the documents by 12pm, 12pm passes and I called again around 14:00 she said we will get the documents by end of business day, Wow, She keeps on postponing telling us that she is composing the document. Bathong kanti what was she doing from the 10th of Jan? Poor service