Bad service

Called this morning to enquire re my relocation of my fiber line afyer holding for 15mins they answer i get told ots not in the system despite it being booked for today using your online system so then after 18mins she just cuts my call. My query number is ********** 558 Our new place has fiber so its not a new instalation its just switch from one location to another and its in the same area its 1km apart we know because we lived here before.