ADSL line to holding pool - Know how difficult it is to cancel a Telkom service before you sign up!

I have been trying to move our ADSL line to the holding pool from November 2017. Every consultant I have spoken to had a different version of what to do. Some refer you to branch, the branch's only response is that they can't help. This case has been escalated, forwarded to all email addresses I could get my hands on. Only automated responses return with no human interaction. This process should be really simple, but you are complicating it beyond reasonable frustration levels. C'mon Telkom social team, please assist and at least redeem yourselves in the social department.