Refusal to amend details as per Director General of Home Affairs direct letter and instructions. ************** against transgender premier customer

I am transgender and went through a transition and received my letter of confirmation as well as a new female ID. My old ID is not to be used anymore. i was very excited and I went to the Benmore Gardens branch on Thursday the 29th of Aug. I was helped by a gentleman who's name is Thando (if I remember correctly). after waiting for about 40mins and presenting him with all the documentation he told me that the change will be complete in 2 days time. It is now the 7th Sept and still the change has not been done. Trying to phone the branch I waited for 30mins before someone picked up the phone. She told me that she cannot hear me and put the phone down in my ear.

I have sent a message to the care address, and they are not responding on there either. my medical aid and everyone else have already changed my details but FNB is just refusing to help me. I have chatted to the premier online bankers and send all my documentation but they cannot help me either. I am going to get a lawyer or a journalist and I will make as big a story about this as possible. I might contact Carte Blanche and wherever else can get help. I face no ************** anywhere else and nobody would even say that i am not cisgender female. This is ************** and it is an appalling level of service for a premier customer that has been with the bank for over 20 years.

Can you respond and assist me possibly before I have to resort to uglier methods?