Simple request to transfer ownership of internet from myself to my partner ignored - I've been retrenched and cannot pay.

I currently use WebAfrica as my internet service provider. As I have been retrenched, I have requested a change of ownership, in order for my partner to pay the account (if it is in his name, his company will refund him for the usage). I followed all the instructions per their instructions "Your ticket reference for this query is: (ID: ***) " However, the debit order is still presented against my account, and the account is still in my name. This is a stressful time to say the least, without being further aggravated by a service provider that should adhere to a customer's requests. All documentation was filled in and supp**** correctly. I also used the WhatsApp live chat facility, tried the online customer route, tried regular phone call. Nada. PLEASE assist!!