Frustrated

I logged a call on 8 Jan requesting to move the ONT box. I was told I would be contacted within 48 hours - its been a week! Now I have been holding for close on to an hour, sent from pillar to post. Vumatel can't assist as a call must be logged via MWEB. One can't log this request online as there is only provision to move house and then its compulsory to select/order a product??? I have a product, I don't want another nor do I want to upgrade.