Openserve Relocation Nightmare

We recently moved to a new complex in Midrand and have been struggling to get our WiFi back up and running. We have followed all the relocation steps and seem not to be getting a concrete response on when we will be reconnected. We have been emailing ClientZone and all the agents do is apologize for any inconvenience but cannot actually tell us what is happening. What is even more frustrating is that the debit order has gone off and we are not online. How is that possible and what kind of service is this? If Openserve is not the ISP in our area can they be honest enough to advise us so that we cancel our contract and find another ISP. This is becoming an absolute nightmare and it shouldn't be that complicated.