Name amendment/changes

I have a serious complaint about the department of home affairs, in 2021 we went to Cullinan office to apply for amendments of our son's names (change of surname), we are now in June 2024 and the names have not been changed and every time , every year , every month when we follow up , we are being told it has not been done yet but it has been escalated , till this day, my son keeps asking why he has a different surname than all of us, it is really affecting him as well and no one at Home affairs is willing so help change this. 4 years just to make an amendment, it seems at this rate it will never be sorted and yet we have people going to the office everyday, what is it that they do when they get there ?