Non existant service

Attended the bank on 15 April 2015 to change surname appearing on my account because my employer tried to deposit monies that were rejected because surname that appears at work not the same one appearing in my account. The consultant promised to send my request to their head office. I waited for about a week and when I phoned the employer was told the monies were rejected again by the bank. Went back to the bank and I found that my request was never forwarded to their head office and the consultant who was serving me promised again to pay attention to my request. He promised to call me by close of business but did not and I went to the bank again the following day to be told that they could not do anything because their lines were down. On Friday 24 I was told to wait for 40 hours before my request is attended to. I'm currently without salary since December and my car is about to be repossessed when I have money sitting with the employer and the bank cannot assist me when I have been their customer for years. I am very unhappy with the service and treatment.