Billing but cancelled my request to move to a new place for no reason Vodacom

I'm having a bad experience with Vodacom fibre, I have been with Vodacom fibre for 5 years paying my instalment with no issues, until now when I called them to say I'm moving to a new house I need them to connect my WiFi to the new house, it was the 15th of November, their system showed I should be live by the 1st of December, however no technician called me to arrange installation, I'm not even requesting a new box, I just want them to just connect me, now when I realised no one was contacting me, I called in, now no one can give me answers what's happening, all the agents keep it keeping me on hold with no clear answer, others say they will come back to me, because they need to investigate why technicians have not contacted me, now as I'm sitting late at 19:20, I noticed an sms saying my case is closed, why I don't know no explanation. Vodacom is still charging me the normal instalment, however I have not been operational since the 15th of November, and even now no technician contacted me, what made it worse, they closed my queries, meaning no one is coming to assist me, but they still billing me. This is unacceptable, I need my money they charged me while their system said I should be live the 15th. I need help please