Dissappointing service

I have app**** for my daughter to change her surname on her birth certificate from last Feb 2019 till now Feb 2020 at umgeni department durban I'm told to contact head office in PTA of which non of the people at head office pick up the phone not once from last last year... I'm very Dissappointed in there service and everything of mine is on hold in my polices, medical aid due to this poor service from Home affairs