Feedback on transfer

I have an account with Mtn and my son's number and phone is on my contract. He want to transfer it to his own name. First Mtn said he is a high risk, according to ITC. I got a report from ITC where there is no problem according to them. It is about 2 months since we handed the transfer in at this store. Since then, no feedback. We need to ask what is going on and all the time the same answer, they wait for head office. 2 questions - 1) Is this possible to take that long? 2) Is this the service a customer must expect? Why do we need to ask what is going on, why no feedback? <br> The service in this branch suck and I speak to lots of other people who complain!!!