Bad customer experience

I have been with Vox since 2020 and recently moved house and notified Vox about the move 27/03/2023, accepted new contract for fibre to home service 28/03/2023 but only to find out that Vox did not place an order with Vuma, order only placed 12/04/2023. I called 2 times to you office, 11th spoke to Yishan and 12th April spoke to Gerrard, Gerrard who placed the order with Vox kept me online for 39m40sec without giving me reasons for my order being placed after 2 weeks, asked him to put me through to manager onduty all mangers refused to talk to me, a manager by the name of Charity through Gerrard her "speaker", promised to call me by COB yesterday but I'm yet to receive the call. My family and I are depending on this Vox wifi that I pay in advance every month, we work from home and also attend classes in the evenings & weekends. Vox customer services sucks. Ref No: Q*** Ref No: VOX***3-T1 Vumatel Ref No: VC-***