Disgusting, atrocious and unprofessional

My sister transferred her account and unit from her vehicle to mine - therefore it’s a continuation of the contract. However, my sister is getting SMSs and emails that she’s been blacklisted. One agent told her that we were supposed to pay a cancellation fee.. please explain what cancellation fee is required when we did not cancel the policy, we just transferred the unit to another vehicle and changed account details? I pay matrix every month, why is my sister being blacklisted? Can you please do your job properly and stop frustrating people? Everyone here is complaining about the same thing - ******* blacklisting. This is utterly disgusting, atrocious and certainly unprofessional.