Changing of surname

Service request logged the 5th of October,documents faxed and emailed the morning of the 6th.Phoned vodacom cuatomer care on the 8th and 9th twice managers at cuatomer care said they would phone me back,to date have not recieved any call backs and today i was told that the service request has been closed and now they would like to know if they can log a new request,why must it be such a struggle to change your surname? <br> <br> Fed up going to a new service provider!!!!