Lack of service and communication with changing my contract

I moved at the beginning of the month so I requested a transfer of my contract to my new house by mid-Dec. They advised me the best is to cancel and then order a new contract. Right now, they still have not canceled my old contract, and failed to order the new one to be set up, with no communication to let me know. As a work-from-home professional I am dependent on my internet and having to pay a fortune for mobile data since Telkom is being useless and unable to provide any kind of decent customer service!!!