No feedback on queries - nearly three months still waiting

We cancelled two fibre lines, one for end June, one for end July and Vodacom wanted us to pay R1000 (roughly) per line, as a ONT release fee (for the ONT to be used by another provider).

However, I have pointed out to them several times that these lines are a) in a Vodacom only complex, no other providers and b) we have been instructed to leave the ONTs in the units so we can't use them elsewhere.

So basically, they expect R2000 for what, I don't know. I have been trying to get a reasonable answer from Vodacom on this for two MONTHS now, in the meantime we are still getting billed for the lines due to this. I have reached our via account managers, on social media, you guys (horrifyingly) are not registered with ISPA to escalate - what exactly does one need to do to get a reasonable answer, why do you need R2000 from us for equipment we can never ever use again?