WHY DO I HAVE TO PAY FEES FOR CHANGING MY SURNAME

i became a client last year 2019 in April, Then this year January i requested to change my surname, The agent is Aaron Sekgobela in Polokwane who was assisting me. I was told about admin fee, communication fees and other fees, then i said if there are cost involved in changing my surname then i rather leave my account as it is because am not a new client. I was assured that they will waive those fees, but to my surprise i keep getting emails about fees that i should pay. I called the office on the 26 Feb about why am i having two accounts, the lady by Lireze Venter who is the branch controller said they will fount out from the consultant and get back to me, up until today no one called me back i got the invoice of radio removal, and no radio was removed cause i only requested to change my surname, now my account its a mess and am remaining behind with monthly payments.