SHOCKING SERVICE FROM CUSTOMER SUPPORT/NO RESPONSE VIA E-MAILS TO SAA

WHAT TERRIBLE SERVICE, I wanted to know if I could change the passenger for whom I booked the flight for Business purposes, I e-mailed *** & *** to which NOBODY responded in 2 days, I then phone and hold the line for 16 minutes just to get told that I need to wait for Reservations to come back to me within 10 business working days, HOW PATHETIC IS THIS SERVICE, the flight is on Friday 15 November 2019, HOW ON EARTH CAN I WAIT FOR A RESPONSE FOR UP TO 10 DAYS, the flight would have been long gone.