Cannot change account holder

I am attempting to change a contract into my name. I have spoken to more than one call centre agent who gave me the necessary documentation to do so. I sent this on Tuesday morning. I was told turn around time for responses to emails was 24 hours.<br> <br> This morning (72 hours later)- I called to find out why I have had no response.<br> <br> I have now been told that in order to change, the account holder needs to settle the contract and pay a handset buyout fee. This is ludicrous. This was NEVER stipulated when I made numerous requests.<br> <br> I have been **** to by Virgin Mobile and I expect this change of ownership to take place.