Disappointed RQ2211

I have being trying to get connection for the last two weeks now, and I was advised that there is already an active line on my address,but the thing I'm failing to understand Is the fact that it's my property which I pay rates and the bond and I'm being told they can not cancel the connection that someone else is using to allow the owner of the property to connect I've sent proof of residence including a copy of rates bill but I'm still refused help I am being told that they can not cancel some else's line connected to my address this needs to be looked into improving their portal.