No customer service

I requested to have my ONT box moved to a different room in my house in September, it is now March and I am still waiting for someone to contact me to arrange the move. Our ISP is Webafrica, who have been great at transferring me from one agent to another but no one can seem to resolve this issue. And what I don't understand, is that Metrofibre charges for this shocking service. If there was another provider in my complex I would have moved over last year already to someone who values their customers and actually contacts them.