Changing from Telkom to another Service provider

On 21 November 2017 I e-mailed the necessary documentation through to Telkom for my DSL line to be placed in the holding pool.Needless to say i didn't recieved any assistance or feedback from them,as I was told that it will take up to 21 days for processing.I even went to the Telkom store in Vall Mall on 2018/01/03,but not even Lydia couldn't or would't assist me.Telkom is pathetic,because currently I'm paying the new service provider for something I can't use,due to Telkom's bad client service.