Can't move line to holding pool

I've requested my line to be moved to the holding pool, so that I can switch ISP's (moving to Afrihost). But when I phoned to follow up they could not even find my account on the system. Original request was on 12 Feb 2018. ********** said she'll follow up on 15 March, but nothing yet. Chat agents keep referring me to different departments. and telling me to email ********** but they don't get back to me either.