TELKOM - unable to change Residential address

I have been trying to change my residential address with Telkom for almost 1 year and it still has not been done. I have just got off the phone with the consultant and she was unable to change my residential address as the information I was giving her did not come up on the system so once again she was unable to change it. I just do not understand why it is so difficult for the system to accept and area and street name???? Please can someone just get this right!!!