Cant get any answers to my questions

As an existing ADSL customer applying for a fibre line migration, why would i have to pay a deposit?Please could someone explain to me why when applying for a Fibre line no-one in Sales, billing or fibre call centers can give me this explanation of the deposit or why i have 2 accounts now? I get placed on hold and spend hours trying to call and find out why the deposit is needed when nothing was said up front? I have been to your stores in Tygervalley and Cape Gate but the queues are out the door. When i paid the deposit in Tygervalley, they could not tell me why I needed to pay the deposit for installation and then as I got home after paying the amount I received another sms asking for another deposit for a different amount. Again no one at accounts/billing, sales or fibre departments can explain this? They keep transferring me back and forth to each other!<br> Please can someone assist me with the following:<br> 1)why do i have 2 accounts on my name now while applying for fibre as an existing ADSL customer?<br> 2)Why have i paid a deposit for installation when I was not told about this upfront<br> 3)Why is a 2nd deposit needed or is this an error?