Incorrect info and nothing to correct the mistake

On 11 July I cancelled my ISP with Telkom. On the 22 July I phone their call center to request that they put the DSL Line to the holding pool as it need to be transfer to the new ISP. I was told do not worry about it as it will automatically be moved to the holding pool when the ISP is cancelled. I contacted the new ISP and was informed that the line was not moved. I phoned Telkom again and was on hold for 40 minutes when i finally got through before I could greet the phone was put down, this happened twice. The third time I was on hold for an hour, eventual i spoke to one of the call center agent and asked when the line will be transferred to the holding pool and was told that i need to put a request through for the line to be moved to the holding pool. I told her when i phoned on 22 July I was told it will be done automatically. She told me that there must be an order to move the line. I proceeded that she put through the order and was told that the line will only transferred after 24 Hours. I asked for an escalation, simply told no. Telkom does not care about their customers because they know we can not go to another supplier as there is no other company that can give DSL