change of ownsership

Hi i Have been trying for over 2 weeks now to do a change of ownership from V Donaldson to A Donaldson's name. We have forwarded all the docs. Every time Alex calls mweb they say they can see they have all the forms. I received another mail again today to say they are waiting for OTP forms and proof of address. Which I have already sent through. And sent again today. In the meantime Alex is not receiving his emails. This is ridiculous.