NO COMMUNICATION

My business needs to move the ADSL line, hunting line and fax line which is connected to a switchboard to new premises. I have gone into Overport Telkom store, they say that I need to apply online. App**** online, Got an sms 21/01/2015 saying that the request had been sent to SWBD division, no reference number given. On 29.01.2015 I went into Telkom branch to see if the transfer was logged, nothing on computer. Phoned call centre, nothing on record. Advised to write letter on company letterhead and send to [Email Removed] Received a read report. Phoned call centre on 02.02.2015 and asked if on computer but they can see nothing. I have had no communication since my initial application to move my lines to new premises. Please help!