Appalling service - sales over retention

I moved into a unit in 2018 that already had VOX installed. To make it easier for the previous tenant I took over his contract. The issue was that unbeknown to me the contract was for 24 months and not month to month as expected. 2 months before I moved I notified VOX and canceled. When this happened I was informed that I needed to pay a cancelation fee and the remaining months on the contract. The cancelation fee was due to installation which was not correct as nothing was installed, it was already there. After many fights on the phone and via emails I realized nothing was going to change, regardless of the circumstances. I app**** for a new contact in my new apartment which was approved and set up. Fast forward 12 months. I inform VOX that I will be moving to unit down stairs in the same complex. The unit has VOX installed already. I ask that they move my contract from my unit to the downstairs unit. They say they cannot. I then say I want to cancel which they agree to. I then say please activate a new contract for the unit downstairs to which they say they cannot because of the outstanding amount on my previous contract. Now the amount is doubled, according to them it is due to the device that was not returned (I supp**** them with the details of the previous owner and asked that they contact him as they wanted to collect more than 2 months later). They also added services to this amount. I asked for a breakdown and am still waiting. I contacted the accounts department for the breakdown via email, no one has acknowledged receipt of my mail or even contacted me in this regard. I am willing to pay an amount but definitely NOT the doubled amount, especially when we have gone through a period of no work no pay. Less than a week after I asked that they cancel I decline to move and request that they ignore my cancelation as I will no longer be moving. The response is sorry, we cannot do that, you need to apply for a new service. How does this make sense? VOX instead of trying to retain a customer is doing everything in their power to lose a customer. The processes to retain services is far more difficult than it is to just drive sales. As a process engineer I seriously think that they require my expertise to renew their operating procedures. They clearly drive sales over retention and their staff are accordingly remunerated. I find it appalling that this even happens. I also realize that VOX is the only provider in my area currently, hence the attitude. I need my fibre to do my work and with the pandemic who knows how long I will have to work from home. I wont be able to do that come 1 Jan because someone has decided it is better to lose me than to try and retain me.