Surname change since 2018

We app**** 1 October 2018 for our daughter's surname to be changed in Springs Homeaffairs we were informed to check after 6 months we went they said we should wait for an sms mind you when we app**** we were told that we will not receive an sms we must go and check, 15 October 2019 we went to check again if the surname is change and collect they checked and they told us that our application was last attended on July 2018 the surname is not yet changed, now we are being told to re-apply for the surname change FOR WHAT? EXACTLY MUST WE SUFFER BECAUSE THEY DO AS THEY PLEASE WHO STARTS WORK AND DOES NOT FINISH ?IT'S BEEN A YEAR Already, OR MAYBE WE ARE NOBODIES TO THEM THEY WILL ACT FAST WHEN IT INVOLVES PEOPLE WHO ARE UP THERE, WHY DO THEY BOTHER TO OFFER SERVICES KNOWING EXACTLY THAT THEY WILL NOT FULFILL??????