Phone relocation not done and no-one can find viewable tracking number

On the 22nd of March I requested my phone line to be transferred by logging a request online. Till date it hasn't been done and even though the reference number shows on the Telkom App and when I log-in online, no Telkom employee at 10210 or 10213 can trace the reference number or my request. The line was supposed to be relocated by the 5th of April as per their available dates.

One agent told me to create another relocation request, but the first available date is the 16th of April. That is 11 days after the original date!