Bad service

I have an existing account with rain. So ordered the new loop that they advised. Delivery was supposed to happen but then upon delivery they didn't gave the product due to my surname that changed from Pre married to my marriage surname. I have already paid for the product..have an existing account with them for over 2years..and now this ****!! My ID number is still the same nothing has changed expect my surname on my new ID!! How can this be acceptable??