Lack of service

equested to move my Fibre connection on the 26th of January after countless attempts to reach the relevant department.Got debited on the the 30th with no connection.made contact and was told to contact "***********" and have been receiving emails from the 1st of February stating "Dear Valued Customer, This notification serves to confirm that your mail dated 2024/02/02 11:44:53 (Re: Fixed Retention Escalations Response to your request (**********)) has been received by our support team. The Reference Number for your Inquiry is REF#_**********. For any queries please use the supp**** Reference Number, be assured that we will be in contact with you shortly." I don't how long shortly is to telkom