Transfer of contract not done months after request

I requested a transfer of contract several months ago which I got a confirmation SMS for, but the account is still under my name. I could even do a contract upgrade while the contract was supposed to be under my wife's name. My wife has to file her tax and due to the fact that the contract is still on my name, she will be losing tax credits for cellphone usage. We now have to pay more tax because of this. Your inability to complete commitments have now caused direct financial impact on us. Can you please finalise this transfer and issue statements with the corrected name backdated to when you said the request was completed.