Vodacom fibre

on 22nd Jan i got Ref no from Vodacom SR190 ********** 35. I requested for relocation in the same complex. when i did follow up on 27 Jan 2019 they said it will be processed after a month. then after 5 minutes a lady calls me from vodacom and say did u fill the relocation form i said no told me abt it. then she emailed me i filled the form and sent to them on 28th Jan 2019. on 28th around 2 pm i called them again if they recived it they said they recived. since then the relocation is not been done always saying the back office is not responding the lady name they gave me for back offis Gugulethu. Now they forcing me to Cancel the connection. the did debited my account for March, though they didnt not do there JOB. why should i be penalised . i lost most more money waiting for the RELOCATION ???????