Incorrect last name on the settlement letter & lic

I have been calling the vehicle finance team for a while with regards to settling my account and each time i confirmed my last name as being Alegria , since the car was orginally bought on my married surname , I went through to Standard bank Greenstone and changed all my accounts to ****en surname Alegria , My statements are coming through as Alegria , I receive my settlement letter in Dec 15 and my surname on the documents is Martins so I called Standard bank vehicle finance and advised that these documents had been sent on the incorrect surname , the conusltant that i spoke to humbly appologized and said that they would send throught the correct info this was on the 21st Dec 15 , so I waited nothing arrived so i proceeded to call Standard bank vehicle finance where I was told by Refilwe a shift leader that this cannot be done , I am a loyal customer of Standard bank you guys made an error i want it sorted out , I am a paying customer it is not my problem that you stuffed up sort it out . I must say that in the handful times that I have called Standard bank finance that I have had about two friendly consultants all the others are either arrogant , Service is disgusting!!!!