**** Service and an unexplained process

We tried to move a decoder from one owner to another and let me tell you the service was **** and the process is not clear. I do not know why such verification is required, when we had ID document copies of both previous owner and new owner and the previous owner is a relative and we had completed all the required documents, just to be told that we need Certified copies if ID's, when the previous owner could be identified telephonically via a video call. Multichoice, your service and process are ****. This is why you loose so many customers.