WORST retentions department ever

Having such a difficult time trying to move my fiber service to my new residence. To make it worse - Siphosethu the retentions consultant hung up on me when i asked to speak to a team leader. I was only asking about my installation date and why the confirmation email/ sms was not sent as promised by them. Your consultants are very quick to say no dont cancel, move your fiber but fail dismally when their suppose to do the work of moving that fiber. The last call i was on, the consultant i was dealing with was very distracted and speaking about how fellow colleagues want him and he forgot to mute himself while speaking that nonsense. Can i get a professional consultant who knows their JOB to assist with my query