Name change request via email

Hi there,

I've sent you an email about changing my name, but I received no answer. When should I expect an answer? 

Note: my account works, but both my payment method and my ID + bill I sent you got rejected because I have a different last name on my account. Also, I already successfully completed a project and would apply to others if this wasn't a problem. 
Please let me know.

All the best,