change the ownership of

I have been struggling with the change of ownership of a decoder I bought since 21 December 2015. I sent all required documentation through, called the call centre twice but each time I got the same response. Documents not loaded on systems yet. I have escelated the matter as per instructions from the very helpful call centre agent to enquiries [Email Removed] on Saturday 9 January 2016 with no response . my original reference no I received on 21 December 2015 is ***. Apparently the turn around time for enquiries is 24 hours but clearly that is not met and with submission for change of ownership 5-10 days which also have not been met. I have run out of options as to what to do as being a paying loyal customer doesn't mean much or anything to them.