Happy to debit but not to help your paying customers

Apparently it is impossible to get an answer regarding transfer of a fibre line from customer service. We have been waiting over a week for some communication regarding having our line moved and all we get told is "the matter has been escalated", maybe less escalation and more customer communication guys. Pathetic. If you can't provide the service then it should be my right to cancel my contract. I am being charged for no internet.