Dissatisfaction with process

This is an existing escalation which was logged on the 19/01/2021 - I just want to express my utter dissatisfaction with the process of moving my Fibre Line from one premises to the next. Ticket MWB***3 - Moving Premises within the complex Why do you have a "Moving Department" if they ask your clients to do what is essentially THEIR job? This is the email which was sent to me:

---------- Forwarded message --------- From: MWEB Billing and Client Services <***> Date: Fri, 22 Jan 2021, 12:34 Subject: Re: Ticket MWB***3 - Moving Premises within the complex To: Shabnum Haniff <***>

Good day Mr Haniff It appears that the Vumatel system is detecting an existing installation at the new premises. In addition, it also reflects that the current service is still active with another ISP. We therefore require the following information, to proceed with the line switch: 1. Please provide us with the Vumatel Object number (VT-reference) for the existing installation at the new premises. 2. Images of the existing Vumatel hardware installed at the new premises? 3. The exact termination date of the current tenant's active service, as confirmed by their ISP?

I provided the information to the service centre today, who are insisting that the line is still open at the new premises. HOW IS THAT MY PROBLEM? WHY SHOULD I BE IMPACTED? AS YOUR CLIENT EXPECT TO BE TREATED BETTER THAN THIS.