Course change

I want to change a course from my cousin's name to mine since I'm her guardian & her course expenses are paid by me. They ask for numerous documents including an affidavit & I've provided these documents in February, then a consultant sent me an e-mail requesting my own documents & the course I would like to do, I've sent them. After that no one has got back to me. I've sent emails no one knows what's going on with this course transfer. I've called them today,they never received the documents. Every time I call I'm sent from this one consultant to another. I want to know is this how they operate? How long am I gonna do this? Am I ever gonna do this or they are just taking my money because they are still debiting every month end although there's no one studying?