Lack of Support

I have been trying to get information from MTS on relocation of my Vumatel fibre line to the house next door, their support email team never responses. I first queried this in April and they told me I had to cancel my line, pay R1008 cancellation penalty and then reapply at the new premises with the associated costs. The premises I am moving to already has Vumatel provisioned inside the house as well. I then left it as I wasn't moving yet. I then followed up with this query on the 23rd June 2020, then on the 25th June and again on the 30th June. I then phoned them later on the 30th as I had still not had a response. I then got a response and asked for the exact figure I would be billed. It has already been another full day and again no response from them. I am moving on Friday the 3rd July.

Why do I need to pay a cancellation penalty, I am moving and taking MTS with me next door. Also, I never took any Wifi routers or installation as I was already connected, I was just switching Service Providers as I was with a very large provider that had a very painful call center. I moved to MTS as they were very new, like two months or something and I thought I'd give them a chance. If the support is not there when you need it the ISP is not worth it.