Capitec refuses to assist

Despite sending a Docusign, and a certified copy of my smart card last week, Capitec refuses to change my surname to the LEGAL spelling thereof. I sent through documents both to 2 dedicated consultants at Business banking, as well as their business complaints department. They deny receiving anything. Yet, they tried calling me to resolve my Hellopeter complaints from last week ? No stories add up, and a week later here I am. Pathetic service once again.