UrbanXConnect very poor customer service

The service that I got was absolutely poor, I got fiber from them for about 2 - 3 months, due to unexpected circumstances I had to move to another house not even 3km from the previous house, the new house already has fiber. I got in contact with them to move my service to the new house and there replay was that I have to pay a fee of R2499, because they have to cancel the line and open a new one at the new house and it a 12 month contract but its not like I am canceling the whole product I am just moving it to a new house that already has fiber so they just need to switch the service, which absolutely makes no sense as I am also a technical person and that is just absurd. I told them that I am going to cancel the service if the cant help me and the reply I got was clear that they are not afraid to lose any clients and wont go the extra mile for them.