Cell C states “suspected *****” when trying to transfer account after submitting all required information

Cell C refuses to either acknowledge correspondence or reply to my request for written apology after Cell C inferred during request to transfer Cell C contract from myself to my son. We submitted all requested information to Cell C. They demanded a “full contract of employment due to R007.“ Cell C confirmed that R007 is code for “suspected *****“. The explanation for this was that “somebody used my sin’s credentials before to try to open an account” What Cell C has yet to explain is why, if we provided everything they asked in person and provided them with a letter from his employer in addition to two months”’ pay-slips and 3 months bank statements did they declined transfer due to “suspected *****”