Can't get help to transfer credit from old account to new account

I have had a very unpleasant encounter with mutlichoice, no one is willing to assist me I have called numerous times in to the call center but with no luck. All I did was fill in a change of ownership form but my error was not selecting the check box to transfer credit from the old account to the new account. I have been told to send proof of payment which I have done, also been told to email a request to transfer the credit to the new account which I also did but still the credit has not been transfered. My services keep on getting suspended when in fact payment was made.