UNRESOLVED QUERY SINCE 25 AUGUST!!! Pathetic

I have reported an incident on the 25th of august and have dealt with so many people which I will feel free to mention(Msezane Bongani, Ramara Nelly, Hassen Zeenath). All these people DON’T CARE. Till date I have had no joy and no results with actually having this resolved. Please let me know how do I as a customer who pays a service fee each month actually get my problem resolved? I pay R 100 service fee and I actually did not receive a statement which is part of my contract with Standard bank for atleast three months. I received my statement today and guess what? The surname(which I provided my new ID for and my marriage certificate) is still not changed. The address issue was finally resolved but still not luck with the surname. What do I have to do to get this resolved. I have sent numerous emails and get responses that it was escalated to IT but still no joy and some emails are simply ignored.