Outdoor transfer cancelled without our knowledge

Asked for an outdoor transfer for our current landline and 4mb ADSL line to our new house. Guess what? The call was closed without notifying us - reason: no lines in the area. I mean how pathetic. So my husband relogged the call. Guess what happened now? They cancelled the service and now we have to pay to get the phone reinstated and apparently have to sort out payment at a later stage... even more pathetic. An outdoor transfer is free - is this Telkom's way of taking our money ??? And best of all - this is the way staff is treated