Satrix failure to do a simple email address change

On 06 September I logged a ticket requesting that my SatriNOW email address be changed to a new one as I will be discontinuing the existing one, I provided all required personal information and I got confirmation from Satrix that the email address has been changed, however Satrix still sends communications to the old email address. This means that I will not be able to receive important communication about my share portfolio and my SatrixNOW account in future. Who gets the blame when I miss critical communications as I provided all the required information for the email address to be changed?