Can a surname change be so difficult

My wife has been trying for the last 2 months to change her surname on her account so she can FICA her bank account. Phoned in got told to email [Email Removed] with the the relevant paper work attached. And was told on the phone to wait till the next account came to see the changes. And surprise came when on her next account when nothing had been changed. Again on the phone and then was told to email [Email Removed] Phoned again over the weekend and still nothing has been changed. How difficult is it. Maybe get the relevant team leaders to actually check their emails and action what they should be doing... I would like the changes made ASAP and and updated account sent as we are not waiting another month to see if any changes have been made...