LACK OF COMMUNICATION

I have been with afrihost since 2015 and their service has been excellent till now. Last month I wanted to change my package from an adsl line to their new Pure DSL line. I first called to inquire about the line and I was advised by the call agent to rather do the order on the app. If you new to the app it's a nightmare as I've experienced when placing the order. I waited a week and called in only to get told that my order was not placed. I then did everything via a telephone call. I was told that my order would take 7 to 14 days and that I should cancel my existing line so long so there's no additional cost in the new month (August 2020). I did that and I am still waiting for my package to be set up which results in me having no internet connection. I rep**** to an email today that I found in my spam stating that Afrihost needs my municipality bill or some sort of proof of address which was confusing for me because they should've asked me this beforehand and not wait until the last minute. I hope my issue will be resolved ASAP