Poor customer service

From September 2024, I've been sending emails to discovery to change my surname from my marriage back to ****en with all supporting documents sent to them. I followed up with them many times but still not assisted. Today I called and spoke to the consultant by the name of Ronell she tried to assist me but unfortunately she couldn't.. She asked the fica department what the delay is but they couldn't give her the answers. I then asked her if I can speak to the manager and she did transfer me to her.. The managers name is Sana who also was unable to assist me.. Her answer was that the fica department manager by the name of Mathlase said I must go to home affairs to get a letter and I asked her what letter and she doesn't know also . Discovery please change my surname I am not applying for finance what's difficult. You have all the supporting documents.