Wasting clients time

I've been struggling for 3-4 years for the Parow Branch to finalise my instruction. They are merely meant to change the beneficiary of my policy. I've done all the documents and all parties have signed. I have to keep going to the branch and everytime promises are made. Now I'm being asked what date i filled in the request, is that my job? This is like pulling blood from a stone. No one cares to do their job at that branch. No matter how many times i go there I can't seem to make progress.