NO Idea about they're own policy

I recently moved my internet ISP to a new one but the line migration has to go through telkom first before the new ISP can get it I was told with telkoms new policy I had to personally phone them and request it be moved I tried phoning numerous time each time holding for 30min upwards I once left then phone on and went on came back 2 hours later still on the same waiting tone , after that I tried going to a telkom store personally I went to the Vaal Mall branch waited in queue for 40min and when I got to the front I explained that I wanted my line to be moved to the holding/migration pool so that the new ISP can get the line the lady at the counter then told me that she had no idea what i'm talking about ... She gave me a phone to call the same number that would have me wait for hours on end . telkoms new policy makes it impossible to move you're lines away from them now i'm stuck paying them each month for line hosting.