Transfer of line Call Centre empty promises

I work from home and moved on the 1st of October - I've been given a transfer date of 14/10/2015 of which I've been trying to move forward due to the nature of my business. We need our internet lines and telephone lines working. The no provided just rings and call centre assured me they can assist with earlier date. This did not happen - tried following up on *** and today I have a different story. Manager refuses to give me his surname and refuses to sort out my problem by transferring me to billing and passing the problem onto someone new, I asked him to check the audio recordings on discussions I had and no delivery. They record calls and should be responsible for their call centre agents actions. I can't run my business and still have to pay my full contract amount to Telkom. Since when is it against company policy to give out a surname this manager refused to provide. How can I be liable to pay for a service I do not have and empty promises just so call centre agents can get a customer off the phone.