change of ownership

I recently installed a dstv explora at my moms house. And as a thank you she gave me her hd pvr decoder. So installed it at my home with no success of working due to the fact its not connected to my account. I called the service centre to link the decoder to my account. They advised me to fill in some paper work. Which i did. But its n3ver ending with emails back and forth on more documents they need each time i send it just to hear that they need another document or certified copies etc etc.....Wht must the change of ownership be so difficult to do......its been a week now with no dstv but im a paying customer. Theyve got my mothers details copy of id my details copy of id. Plus we are both existing customers. Whats with the hold up?? And who will refund me for not having dstv while paying for it because you guys have no idee what yiu are doing??