Basics of customer services

Edgars westgate mall did it again messing up with me,I went there to change my surname and handed in a confirmation letter as i was advised by a person who was assisting me, They never advised of a copy of my ID.Never bothered to call me and advise me to bring copy of my ID, I had to call customer service where i met disturbing customer service(Excuse thobeka-nt sure bwt the name).I have called edcon yesterday (12 feb) and spoke to someone who sounded so willing until the line cut and never bothered herself to call me back-Wonder if that's FRC.I decided to call back and find out the status of my surname to be and found out that nothing has been done, I called an spoke to someone and gave me an email [Email Removed] but nothing was changed. I decided to follow up since i was told it takes like about 20 mines to have a surname changed but nothing was done and i spoke to Dekeledi Mathebula who hanged the line on my ears and never bothered to call me back.I decided to call back and spoke to a dearest darling who knows the basics of customer services and she did her job very well very proud to have been assisted by someone like her.She was an angel since know one since to bother.