Change of ownership from previous owner to my name

The previous owner submitted the correct forms as requested to the ********** on 2018/01/16. He had to resubmit the forms 3 times and the changes has not been done yet. The 1st day he phoned and they said he must submit the forms and it will take 24hours. Now when you call Multi choice's Call centre they say 5days.

How can it take so long after they have received the required forms 3 times. That is why most of the customers deactivate their accounts and use the stream line option, which we are also start thinking of changing and leave Multichoice