leaving clients in the dark :(

Can someone advice what is going on with my request for change of ownership ( *** ) I've called the contact centre twice today and spoke to Sibonelo and Phuthi and they are both telling me things that I already know. Warren Advised the request will be done once they received the R38 Payment , I received confirmation from Thembekile but when I log on to self service the decoders are still on my profile and guess what they cant transfare me to the unit that deals with change of ownership and I should rather resend the documents. WHY ARE U GUYS SENDING ME FROM PILLAR TO POST? your internal process are flawed and its frustrating and it cost money to call only to be told to restart the process, the next thing you will be telling me to make a further deposit before you can action the request