Inconsistent feedback and lack of interest

I went to change ownership of my contract, that was in my mom's name - I was still paying and therefore had my account details. I took all the relevant paperwork and was told that my mom's ID was not legible. I therefore returned to my office the next day and sent her all relevant copies. I was then told that I need to wait a few days for the change of ownership to proceed. I had to follow up a few days later to refer to the above, with a comment 'Sorry I am waiting for HO to get back to me' my girlfriend was able to do this in the same time as upgrading her contract within 2 hours. I then called and told Priscilla that this was taking way too long and she proceeded to tell me that this contract cannot be changed due to bad scoring and lack of payment. I have been paying this contract for 10 years and will not stand for such defaming comments and complete lack of interest. I am absolutely apauled with such service and will take this as far as it needs to go