Poor service

I have twice requested for my ADSL line to be transferred to a holding pool as I am changing internet service providers, I called to follow up only to be told I used the wrong email address (which was given to me by a call centre agent), I called a second time to follow up and the lady said she did not pick up a request. I asked what the correct email address is to be used and she said she doesn't know. No wonder the service is shocking, the staff don't even know what they are doing. They told me this would take 2 working days. 2 weeks later nothing has been done. Can somebody please assist me urgently as I need to move this to another provider, Telkom clearly have no idea what they are doing.