Not moving our line and give us proper service

We have always received fantastic service from Telkom with regards to our landline. But we have moved recently from Ellisras to Pretoria, We needed to move our line from the one place to the other. Unfortunately they do not have ADSL lines in Pretoria and only have Fibre. So I have been at the store on the 8th of January to go in and enquire after my husband phoned and had no response. I have been to Menlyn directory store and the gentlemen there created a new account and not on our current account so we could cancel the ADSL line, Now Telkom requires a deposit, which was already paid on our current account which was paid more or less 3 years ago. After no response I went into Menlyn store again on the 13th of January they say they will see what can be done then they shall give me a call back - This call never happened. ON Sunday the 19th of January I went to the same store again, spoke to another lady Lynette Smith, she said to me she will contact Cheryl who logged the ticket for the deposit and cancel the new order and just open an order on our current account. Yesterday 20 January I received a message from Telkom saying they cannot get hold of me, whereas it is untrue, my mobile is with me all the time and it never even rang. I phoned the contact centre yesterday and they advised me that nothing has been done on the case and that the status remains the same, until we pay the deposit, I have spoken to the lady once again advised her the story and she said she cannot assist I need to go back to the Branch again!!!! I asked her to let her team leader to phone me back so that I can escalate the matter, that phone call also never happened. I also told Telkom that I refuse to pay for the month of January as I do not have internet and have been struggling to get the line moved. It is afterall a service I pay for which I have not recieved.