Cancellation process

When we cancel our fibre with vodacom they disconnected our line a week ago when we tried another isp they informed us our line is still active on Vodacoms side, we made contact with their call centre only to inform us it is going to take 72hrs for the release letter to submit to our next isp so we are without internet at home for a week now, and I am working from home and loosing bussiness due to it