Moving of line issues

I cancelled my landline on the 2nd of July. I'm moving and phoned this week to apply for a new line at my new address. Call centre says we need to cancel the order on the system for the cancellation of my landline, and put in a new order for the moving of my line, which I understand, but the person who helped me with the cancellation is the only one that can cancel the 1st order, seeing that it's on her system. I have phoned various numbers to get to her, only to find out you can't call a call centre employee. I phoned again to see if someone else can help. They did, but I phoned again today to find out the progress only to learn, the new order was never captured on the system. Spoke to a very nice person today about the same issue, she cancelled the order and put in a new order for the moving of the line, but it seems it also did not work. Can someone please help? The one I spoke to yesterday sent an email to Nancy Ngwenja, the one who helped me the first time, but I am stil waiting on a response.