Cellc continues to disappoint me

Less than a month ago I had a bad experience with no help in changing my banking details and they kept debiting from a wrong account incurring charges. Now that I've made another request for change of ownership, I submitted all documents end of January and when I call to follow up I'm told that my case was not logged and I need to resend the documents. These are sensitive information how come no one knows where they are?!?! At this point I need to cancel my contract. And don't bother calling me(Media department) because you people do not call at the time I request a call. Someone needs to tell me where my documents is and why the changing of ownership has not happened after submitting documents end of January already. Credit vetting received my documents on 5 February from Nonkululeko skhosana. Both are failing to update me after sending follow up emails requesting feedback. I am so frustrated with these people.