poor service

On 10th April 2015 I went to change my surname on my account (which I've had since 1998) as I have remarried. Supp**** my new ID as well as marriage certificate. The consultant loaded all documents onto the system. She tried to call them to change my surname. I sat there nearly 2 hours waiting to process changes. The phone rang for 45 minutes while the consultant loaded everything. ...no one answered. She told me she had the same problem the day before, but she will keep trying. A week later I called the customer service, they sent an email to my branch to enquire. Another week later I get hold of the email address of the consultant, she has been replying to me , but cannot do any more to assist. Last week Wednesday she tried again and escalated the request. Till today, still no change. It is now 2 days away from 3 weeks to get them to change my surname.