Change of ownership

Changed my decoder as mom got the new special, so I was told by your staff to fill in change of ownership form and I sent that with ID to the email address got a ref of #*** and said it would be done in 24hours. That was on the 4th of Dec!!!! Now the lady says nothing has been done, the account is simple I paid what I was meant too and sent forms. So it was simply connecting it to the new decoder that is under her name, so we have the extra view as we asked for. Now she has been fighting with your center as some say 24 and some say 48 and she said it makes no difference it should of been done as its been days. And then they say my account is still active?? We want this resolved today as we were promised it would be done in 24hours and its almost a week.