No response and passing the buck

I booked a flight on Emirates via Travelstart a few months prior to our departure date. Post the booking one of passengers had to apply for a new passport. The new passport came with a slight change in her name as her circumstances had changed. I first called Emirates and explained the situation and they said it should not be a problem to change the name, however I need to do this through Travelstart as they were the booking agent. I contacted Travelstart and communicated with several people including (Elre and Zaytoen) both consultants did not assist with this query and they seemed incapable of assisting. Promises to get back to us were false. Also we dialled the Travel start offices many times and the calls were never answered despite listening to hold music for north of 20 minutes. Travelstart apparently even has a bad reputation amongst airlines. I wonder if they realise that in the era of social media there is no room for sloppy service from companies. 2 weeks later I am still awaiting feedback from Travelstart.