Bad customer service

I have asked and sent through all requested documentation about 5 weeks ago so that FNB can change my surname to my married surname. I have followed up more than 5 times and I am just not getting any response. I have been a loyal customer to FNB for many years and then I get this type of service?? On Friday I have phoned again and explained to the consultant the urgency of changing my surname and it has still not been done, so what should one do to get any service from FNB??? I bet you if I apply for a loan a consultant will phone me within 2 minutes, this is honestly pathetic service, think I will rather change to Nedbank