Change of Ownership & not Explaining Cell Contract

I went into the store on 14/12/2014 to do a change of ownership and for an upgrade. Shean attended to us. I noticed on 14/01/2015 that the change of ownership had not been done. I then went into the store and spoke to Shean about it and he said that the lady who attends to the ownership changes is out on lunch. He will follow up with her. I phoned him on two occasions thereafter. He did not return my calls. On 01/02/2015 I again went into the store to find out what was happening. The gentleman who assisted us said that I should phone *** to find out about my credit score/vetting. When I contacted the number they said that they can only give the information to agents. I am positive that my documents had been misplaced and that is why the change of ownership had not been done. I had a credit score rating done through TransUnion and I do not have any judgments and could not see what was the problem. I am also unhappy about my account. The overall charges were never explained to me. I was only asked what can I afford per month and I said R200.00. No cap was put on the account. The additional costs were never explained to me. My account is at R637.11! I am on the SmartS R199.00