Spouse sponsor transfer and Phone /QID link problems

My Husband was previously under my sponsorship. He is now trying to transfer his sponsorship to his company, however his HR department keep saying his phone is not linked to his QID and that is what is holding the process up. We have checked with the provider and they say it is, he has access to metrash and ehteraz too...

Please can anyone advise who we need to speak to or if there is any specific process for the sponsorship transfer. 

 Thanks