Cell C delaying a fiber line release.

I have been trying to get Cell C to release a fiber line so that I can install my own fiber with a different service provider. They said it would be released within 24 hours and I’ll receive a message once released. This was on the 02/04/19 it is now seven days later and nothing. When I speak to Cell C customer care the first person said that it has been released and that they have no lines linked to my address. After calling the new service provider they informed me that CellC have not released the line. On the second attempt they just say that the department that deals with this application are uncontactable. CellC is delaying the whole process. This is why I did not even attempt to go with CellC fiber!