Unable to update surname

I have been tying to change the surname on my Premier account to my married surname since 6 August. I received a email on 25 August stating that my documents were received ( which was sent on 6 August) and that it will take 48 hours to process. It has now been 3 weeks and my surname is still not changed. I tried calling the Premiere Suite call centre just to be put through to a number of wrong departments and eventually after an hour's call, mostly being on hold, I was cut off. I tried secure chat where the banker's best response was that he will send an escalation email... this was a week ago. I tried sending a complaint email, only to be told that my complaint was received and someone will contact me... I'm still waiting... I have put in a UIF claim for maternity leave which cannot be paid out until my surname is updated. I find it unacceptable that UIF works faster than a bank where I have been a loyal customer for 30 years.