Poor service

I have app**** for my 10 year old son birth certificate 2 years ago. I requested to change his surname. I have paid what the dept asked of me. I have been up n down I have been calling every single day nobody has an answer nobody wants to help they tell you to phone this dept and that dept. I am a south African citizen so is my son. I'm sure there's hundreds of other people that also app****. I'm not askn for special treatment but I paid I did all the requirements that are legal all documents are correct. Is there anybody out there that can assist me