Frogfoot as a company not available!

I app**** for a line reallocation on the 22nd December 2021. After following up with Afrihost, they informed me that the hold up was on Frogfoot's side and I had to send the POA and pictures of the ONT of the new residence. I fulfilled the request and send the required documentation. This was sent to Belinda on the 24th - requesting an emergency release. It is currently the 4th of January 2022 - I have just been told that Frogfoot cannot do anything as they are in freeze - No one can release the line, no technical staff is available, no supervisors are there and or on leave. I ask you, is this the way the company is being run? The poor 1st line supporters aren't enabled to do anything besides provide a buffer between the consumer and the company (that is not available it seems). I feel sorry for the 1st liners as they have to catch the flak...