poor service i hate it

bad bad service i hate poor service what i waist of time, my late son had a policy with oldmutual i went to their nearest branch and i was told that the beneficiary on his policy is her daughter so for the amount to be paid we should open minor account we did open an account for the child we went there to submit the documents all was good when i get home i receive SMS that they need name change for the child,what the hell is that? ,we were not changing name we just wanted the funds to be paid into minor account, after receiving the SMS i then contacted Wonderpark branch as i was there previous day then the lady said she cannot help me over the phone i should comeback to the branch,im really ****ed bcos going to the branch is not a free ride i pay with the money which i don't have as I'm a pensioner, what the hell is name change can they please clarify