Bad Service

I recommended Tyme Bank to my wife, a decision I now regret. On the 5 Jan 2020 @7:40 I wrote and sent an email on behalf of my wife. Query: Wrong surname (not the same as the one on her ID. Before the email a call was made to the Call Centre where it was explained about how long it takes for a query to be resolved. We were told there's a turnaround time of 48 hours. Fast forward to this day, 8 Jan still no feedbank. Surname has not been updated even thou Proof of the Amendment was emailed to *** and *** respectively. I'm sure Tyme Bank can do better than this by treating all queries as urgent. Why does it take so long to have a query resolved? Now question arises what wud happen in a instance whereby I report missing funds, how long wud it take for that to be resolved? ***