Service or disservice

On the 10th of January I ordered a relocation of my ADSL line for the 27th of January when we would be in the new house. I received a SMS confirming that they would relocate my line on 16 January to which I rep**** "No". I was supposed to receive a call rebooking the appointment, no one called.

We moved house and I starting phoning the call centre. Every day I phoned the call centre trying to find out what is going on. Around 30 January, I eventually find out that the line is available to the property line but there is no jack in the house, so they created a reference number which had to go to Order Processing Department for an Order number.

I kept phoning the call centres, I even tried the numbers that I have for OpenServe, they tell me my service has been suspended, the call centre says this is not the case. Wednesday morning last week, I get told my account is in arrears, once I have paid the amount they will process my order and install a jack. When I ordered the relocation I was asked if I was interested in a debit order and to the best of my knowledge, I set one up. So being told my account is in arrears was a shock to me. The consultant also told me if I pay through the portal my account will be restored quicker than if I paid with EFT. I paid through the portal.

All of Wednesday and Thursday my payment was sitting as unconfirmed funds which was not cleared on my account. Friday morning still uncleared and around mid morning multiple calls later, eventually the funds were cleared on my account and a new reference has to be generated to be sent to order processing for a order number.

I now have an order number and still no technician to install a jack.

When will I have restored service at my new home?