Cancelation of Fibre with Vodacom, pathetic service

I asked vodacom to cancel the vodacom fiber line on my name on the 28th of November 2019. I received a response advising to complete a document, which I did. The email also stated that the line will be canceled and released on the 31st of December 2019. As it takes a month. To date the line has not been released or canceled. I keep calling vodacom sending emails but to no avail. I spoke to Jason at the vodacom fibre support, he advised that the lady Sophia who is dealing with it sits in cape Town, and one cannot contact her, apparently she will contact you!!. Jason also mentioned that Sophia sent him an email adv3that the line is now going to be released in February 2020. This does not make sense, as vodacom clearly stated it takes a month to cancel n release. Sophia does not communicate with myself. How does the new tenants move on at the premises in terms of fibre??