Mr Site communications are a nightmare

I am beyond disgusted with Mr Site. I have been a mostly happy customer for 8 years, and am only moving away from them because of the Rand/Pound exchange rate, and conflicts that Mr Site has with Rand/pound, however, the way in which they have handled me moving away from them has completely soured my dealings with them, and I would not recommend them at all! To transfer my domain, as [URL Removed] I had to pay 15 pounds, which I did, which meant that the new host, who is in South AFrica could then request the domain to be transferred over. The new company has been requesting transfer for 6 weeks with no result and yesterday I discovered it is because Mr Site hasn't paid the renewal fee for the site. I have tried to get a response, but all I got was a very poorly worded email saying that no-one has asked the domain to be transferred. Which, I know to be false, because I know that .coza has received all the requests but refuses to do the transfer until Mr Site pay the minimal fee! Seriously, I am so disappointed with the poor service, slow response time and complete lack of honesty here. Don't use these guys! They hide behind their call centre!