Rude with a lack of attention to detail

Our secondary contact was put down as the contract holder on the ADT system and now that we need the statement for SARS with the correct person's details on it every person we speak to either doesn't understand what we need or doesn't even greet us and says they cannot help. They have now just opened a new contract under the correct person's details after telling us that they needed t do this and now that it has been done they say they cannot give us a statement with all the older transactions on it because that was a different account holder. We just wanted them to correct the details on the existing contract not start a whole new contract. There must be a workaround even if is a confirmation letter on a letterhead explaining the mix up that has happened, but no one wants to help us. I would appreciate it if I could speak to someone who is higher up the ladder and who has the ability to help. Not impressed and I think we are going to need to move to a new service provider if the service doesn't pick up ASAP.