9 MONTHS AND LINE STILL NOT CANCELLED

I migrated my phone line in November 2017. I requested the previous line ( ********** 399) to be cancelled but have discovered that I am STILL paying for this line and it is STILL NOT cancelled. Phoned in - requested that they put a hold on suspending my current line until the other line is cancelled and the rental credits passed - not done!!!! Phoned in now again - STILL not cancelled - NO NOTES logged re my previous calls!! No prevent suspension - ABSOLUTELY DISGUSTING LACK OF SERVICE. To add insult to injury I have to make a pay off arrangement to prevent my phone line being suspended!!