Transfered my fibre from Durban to jhb as I relocated

Transfered my fibre from Durban to jhb as I relocated. Informed active fibre on the 15/10/25, requested to be reconnected in jhb on 3/11/25. This was confirmed in writing, all necessary forms and proof of residency was sent through. I am getting the run around being told that I have to wait for openserve to contact me since the 3rd. Nobody has made contact with me. I phone active fibre this morning and asked to speak to a manager, I was told that I would get the same answer I.e. wait for a phone call from openserve. I find this unacceptable.