Horrible service

Went in to store to change ownership of my contract to my Fiancé. Was told it switch over in 48 hours. It has been almost a week and he received an sms on Wednesday saying the credit check is being done. I was called an offered aome product on my contract on Tuesdat, at this point it was already supposed to be transferred. I was told that I must make payment or my account will be blocked, yet my debit order still came off.. my account has been blocked now. I don't even know where to start. Been waiting on a call to customer care the whole morning with no answer and now my fiance's phone is probably deactivated too. What an absolute mess