Vodacom release my line

I had Vodacom fiber for a year until connectivity became an issue and we cancelled it in the the end of June and were told service will end on 31 June. I have a new service provider who is unable to provide the service because Vodacom will not release the ONT. I logged a call on 12 August, called to follow up on 5 August and spoke to a call centre agent who when I asked to speak to a supervisor or manager, she asked me to hold, forgot to put me on hold and continued to mimic me and laugh with her friends while I held the line for 20 minutes. I was told the issue will take 48 hours to resolve, when I tell them its past that time they now tell me its 10 days. I have been a client for over 10 years and this is how Vodacom thank their client.