URGENT CHANGE OF OWNERSHIP

I have on numerous occasions called car track for change of ownership for 1 week now and no one has contacted the new owner. I sent an email today ive spoken to a few call centre agents and no one has contacted the owner. I am not paying cancellation fees for this vehicle if they do not get back to the new owner in time as he wants additional adds on for this vehicle. this is not very good customer service at all. Im not impressed with the lack of urgency for this matter