Refuse to assist because of passenger initials

We were said on Wednesday that we should be making arrangements for wheelchair assistance before flight, I did that for flight back on Sunday and was told that I should make a new booking because of initials and not full names that were on ticket by Nonhlanhla Hlanguza CC: Fatima Palmer that put me through to senior manager because the manager was in a meeting who also told me that they can not assist me unless I buy a new ticket. I've only received bad service from SA Express these past few months highly disappointing as I'm 250km from airport and had to make online booking. I phoned again and Elsie Monyela at customer service had me hold on for such a long time also not knowing what to do told me she can not help me because they need names not initials don't know why because you have to show your ID at the airport. Highly disappointing!!!!