Terrible customer service

I had an existing Telkom account (ADSL line) which I initially signed up for towards the end of 2018. In July of 2020 I had relocated and sent several emails and made several follow up calls advising them that they needed to move my line to my new residence without any luck. For months I tried to make contact with them to follow up on my query, I had been to their branch in East London (Vincent mall) and after standing in the queue for several hours I was turned away and informed that they do not deal with account/relocation queries and referred me to the call center 10210. After no communication from them at all, at the end of November 2020 I received an sms stating that my account had been handed over to attorneys for collection. To my surprise, not only had they handed over my account, my line was not in use and neither had I cancelled my contract. The attorneys advised me that my contract had been terminated and that I had an outstanding balance of over 3k that I needed to settle. As far as I am aware there is a process involved when having to cancel a said contract, of which I had not agreed to, I had requested for my line to be moved, had my line been moved I would have had access to their services and I would have been paying accordingly. I cannot pay for a service that was not rendered to me for several months. I have once again spent several minutes trying to get through to them via their contact center, Telkom chat service etc without any luck. Please can someone assist me in getting this matter resolved.