Transfer of line

Good day , I have phoned Telkom on the 4th of October 2017 to transfer our line as we are moving, By the 12th I have heard nothing and phoned them again she told me all she is seeing is an upgrade which I still don't understand , she said she logged it for me again and they will contact me I waited again I then went into the store and the lady assisted me and I got a Ref number , I phoned them the next day on the 17th October 2017 to confirm she told me they have received it and the technicians will contact me within 7-14 working days , it has been more than that and I have not heard anything. We don't even have the old houses keys anymore , I don't know how they are going to transfer the line now because I don't have access to that apartment anymore?? Now I am paying for something that I can't even use. Please get back to me as soon as possible as this is ridiculous.