they just dont get back to me

I have a contract on my moms name but want to put it on my name when i did my upgrade. I hand in all my paperwork and,also my itc report so show that i don't have any debt for the last two years but they still have a problem and no one can tell whats going on i phoned the guy that help me and he said he doesn't understand why but he will ask the supervisor to check my things and come back to me. They never did them i phoned a number that they said its customer care the lady said she will log a call and they will phone me back they never did i phoned last week the same lady explain everything again se can remember that i spoke to her and said she will log a call again its a week later no one have phoned me.