Poor service Axxess Fibre line release

I am in the process of migrating my Fibre line from Axxess to another ISP. The line was to be released by Axxess at the end of April 2019 so that the new provider can take over from 1 May. The line appears to still not have been released, I have logged multiple service tickets and I am informed that the issue is not on Axxess side but on Openserve side and when one contacts Openserve you are informed that they only work with ISP's, therefore I am dependent on Axxess to resolve the issue.

I have now been without internet for 5 days and still no idea as to when the line will be released and whether the issue is actually being attended to. I believe the line release process should not take more than a couple of hours?