All I want to do is change my surname

I sent a mail on the 7th and 8th of May requesting to change my surname... On the 9th of May I received an e-mail saying that everything was received and my request will be processed (with no reference number). Nothing happened. Then I received another mail on the 13th of May asking for documentation I had already sent, after which my details will be updated. Reference number was 05152E08B. I assumed this would be taken care of. Today I went to @home to buy something and I was told my card is blocked because I need a new one?? I assumed it was because of the surname change, but no one let me know about a new card...@home sent me to foschini as only they can give me the new card. Got to foschini and told my card isn't blocked but they will give me a new card. I asked if it was because of the surname change? NO my surname was still the same on the system. Really how long does it take to change a surname.Tried to phone customer services. When I put in my NEW card number followed by the # key it said number not valid??? Luckily I had kept my old card and put the number in, it went through but the phone just kept ringing and ringing