Never use Axxess for hosting!

I've asked axxess.co.za (The ISP) 3 times to unlock / transfer a .com domain to a new ISP. I have done this via the normal means (Submitting a ticket and waiting for a confirmation email) and have telephonically called axxess support, who have assured me the domain has been unlocked. It's been 3 months and I still can't transfer the domain. I've checked all the email addresses associated with the domain, no confirmation/acceptance email has been sent. I am now out of options. The domain owner whom I'm assisting, has threatened to not do business with me in future, so it is/has/ and may affect me financially. I am all paid up with Axxess, there are no outstanding invoices on this domain. Recently axxess updated their CPanel without telling their clients, 3 of my websites and their email accounts failed, when trying to get assistance, they simply didn't respond. I'v moved all my domains save this particular one which I they won't (or can't) unlock. Axxess are a consumer internet and personal email ISP - don't ever try to use them for hosting.