Moving of physical line

I spoke to Telkom on 3 December 2017 to move my physical line to another adress which is situated 25 meters from my old adress. I specifically asked the consultant if there is capability to move my line and they said that there is 10mb ADSL line speed available.

Today, 19 December I phoned Telkom and after waiting 40 minutes I spoke to Thobile where she explained to me that according to the Open Serve technician I cannot receive a physical line at my new adress because there is no availability. I find that quite funny seeing as there is existing equipment already installed and that all the lines in our complex fall in the exchange box according to the previous technician who installed my first line.

This is ridiculous and at the least very poor from Telkom to not even attempt to assist me in finding a solution and just shrugging and saying "we can't do anything".

I hope this gets sorted otherwise I am taking them on legally for charging me for a service that I cannot use.