Vodacom Terrible service on fibre

We have been trying since 10 December for Vodacom to release our canceled fibre line, so our new service provider can migrate our line to activate our service. After over 20 phone calls by my sister as they line is under her name they still have not released it. They keep saying over the phone it has been released but can't provide us with any proof thereof. It is absolutely disgraceful how we have been stuck without internet because they can't complete the task. Our official date of cancelation was 30 November.