Multichoice is absolutely inefficient

I am trying to do a change of ownership of a decoder. I supp**** the documentation through and was told that I needed to resubmit one of the documents, which I did by responding to the email I received. The email clearly indicates the case number in both the subject line as well as in the body of the email from Multichoice. I now get another email from the change of ownership team asking me to resubmit all of the documentation in 1 email, or to quote the case number received from themselves. Is there a word other than *********** to describe what is happening here? The case number is ***