No response to request

<p>I submitted a request on 17 October 2016 to update my details and encash my shares after speaking to a consultant previously as to what documentation is required . I followed up on Friday 21 and was told that nothing can be done because my ID is in my ****en name and my bank account in my married name. I was then told verbally that the only way to resolve the issue is for me to get a new ID. I asked that they put this in writing as what was the point of me also supplying a certified copy of my marriage certificate? I was told I would get a response close of business that day. I followed up again on Monday 24,Tuesday 25 and today and I keep being told my issue is being looked at. almost 2 weeks have gone by and I am still being kept waiting, it's ridiculous, surely I'm not the only woman to still have my ID in my ****en name. how much longer must I wait for a response to this issue? </p>