RMB - you don't get the service you pay for

I have been trying to update my details (address and surname) with RMB for more than year since I got married in April last year. This might I add with the assistance of a private banker. In the last month, I have been contacted by RMB and went through the authentication process to update my details. However, only my address was updated, on one of my accounts with RMB but my surname is still my ****en name. I have tried to contact our personal private banker, which might I add, we pay a bucket load of money for but no response.