Pathetic Service Will NOT be activating a line!

I called in to the call centre to enquire about activating a line. The property I have moved into already has a line and I enquired regarding how I could go about activating this. I was informed by Lwabalo (not sure of the spelling) that regardless of whether there is a line or not , since I did not know the number , a technician would need to come out and I would be billed. Considering I suspect this to be an adsl line, why would I be billed for an installation that already exists? I asked the consultant this and he simply put my call on hold without another word! This is shocking, disgusting service! I am horrified!