Bad after service MWB***2

I've been trying to move my existing line from my previous premises. I have Sent and email to *** as instructed. There was a response requesting me to send ID, My old address as well as my new address. I sent these on the 20th and did not receive a response. I sent a follow up email on the 24th and have not yet received a received a response. I sent another today. I then Called and I was just advised that you did not receive my emails and I should send again and wait 24 to 42 hours. Reference MWB***2