No customer support

Our number is listed as 012, which is correct, but our address is still listed as in Knysna, despite us trying to have it corrected. We recently moved, tried to have our line moved as well, but Telkom says it's cut off due to no payment. Despite twice receiving telephonic confirmation that our bill payment was received. Last communication we were told a technician will come to install a new number, which has not happened. We were not told when this would happen, but now the grace period is running thin. Why are we paying for an internet service which we have not received in 2 weeks now?