Name Chain Query very irate with the service!!!

To whom it may concern.

I am writing this letter with great disappointment on pathetic customer service from Sterns Kathu Village Mall. On 25 June 2020 I took my name chain to Sterns and I can distinctly recall I dealt with a female named Veronique or Veronica. Anyway my query was simple I asked if they could change my name chain "Simoné", to "SJD" if yes than they first have to give me a quotation of what the cost will be. I called them between the 15th or 16th July 2020 I spoke to Veronique or Veronica again, she promised she'll get back to me. I feel I don't have to continuously call after them, even though I know it's my chain but what happened to Customer Service? It's now almost two months later I have been very lenient and extremely patient but now I have about had it. All I want now is my name chain "Simoné" back untouched, I will take it to another jewelry store. If they have started working on the chain, I will not pay for it as I asked for a quotation first before anything else.