Waiting period over due

I went to home affairs in East London in early February 2016 to change my daughters surname to my ****en surname. Up until today 18 September 2017 it is still not done. They told me the time frame for surname change is 9 months and it is already 19 months. I call atleast twice a month to the number, ********** 190. Each time they tell me they have sent a email to query why its taking so long but with no vail.