Shocking service and inefficiency

Terrible service, am relocating and took up their offer to move line to new premises, but because I'm moving in in February, agent suggested a cancelation in January and resume in February, which I agreed to. Now account appears in arrears for January month that was canceled. I have been holding for someone to assist for over 1 hour (although they promise up to 20 minutes for call....the automated voicenote is still promising 20 minutes even after 1 hour) , the live chat option is useless and reverts you back to waiting for an agent. No availed customer service email address too