Axxess to release our Line they cancelled our contract

I signed up for wifi with Axxess August 2024.. For the past several months, Axxess has repeatedly sent emails stating they are cancelling our contract. I responded to clarify that we did not request such a cancellation. In late December, we received another email regarding the cancellation, and our internet service was disconnected on January 1st, as we had not made a payment before noon on that date. However, we were away on that day, and upon returning later in the evening, we discovered the service had been disconnected.

Due to the continued confusion and the monthly cancellation emails from Axxess, we decided to discontinue using their services. Subsequently, we were contacted by their main service provider, Vuma, who asked why we had canceled our contract. We explained that their subcontractor Axxess had been sending us cancellation notices every month. Vuma then initiated an investigation. and assisted us in applying for internet service with a different provider. As we're dissatisfied with Axxess.

It has now been over a month, and Axxess is refusing to release the line to the new provider. Just yesterday, we received an email from Axxess confirming that the contract had been officially canceled, although we had already considered it terminated. However, this morning (January 20th), we received another email from Axxess claiming we owe them money and stating they are unwilling to release the line to the new provider.

To my knowledge, we do not owe any outstanding payments to Axxess. We did not utilize their service during January, as we believed the contract had been terminated, and we were not liable for any further charges.

I am extremely frustrated by the repeated emails, the lack of resolution, and the ongoing claims that we owe money. If Axxess had provided satisfactory service, we would have maintained their services. However, the constant threats of cancellation and poor customer service led us to discontinue.

I need Axxess to release our line so we can get better service.