there mistake but i must pay

Very unhappy with them, the call centre staff just seem to want to not help and push you onto there web page, I have moved to a new house been trying to do a change of address for a month now and the web page does not send my verification. I have call customer service and support with no help, they keep refering me to the web page, which is not helping. Its now the new month the line has not been moved over to my new address and now they saying I must pay for both address if the new line goes up on my new address. this is not my fault that there system or there staff is *********** but I must pay the price. Now its the weekend and I can only be assisted on Monday. If they still insist I must pay for both addresses and with service like this I would rather find a new service provider.