Testing my patience!

My wife phoned in on 8 October to schedule a line relocation for 19 October as we were scheduled to move on the 20th. She gave all the details that the operator requested and we received the order nr via sms. After the scheduled date, the technician (extremely helpful ), advised that the operator booked the relocation from the old address, back to the old address. Wow! The tech asked to rather go in to the Tygervalley branch which my wife did. The guy told her that he had to give it through to their back office in order to cancel and put in a new request. Well now, its been another 4 days and no sign of the new order nr. I am at a loss for words. Do we really have to come to hellopeter every time we need service from Telkom? [From the people I've dealt with, Deon the technician is the only one who knew what he was talking about and follows through]. I work in Nigeria, so my wife is the contact person. I don't appreciate that she has to struggle like this.