Early release of Line

Bought a house in Midrand and when we wanted our ISP provider (Metrofibre) to activate our router we found out that the line is still linked to the previous owners Vox account. Phoned Vox for an immediate release of the line but we keep on being referred to department after department. Vox mentioned that they will release the line on the 31st of July but we have asked them to release it immediately to no avail. Right now they are being unfair to us because we are working from home and really need internet connection. What makes the situation more worse is that previous owner of the house moved somewhere and Vox activated her internet, but we are being denied a release of the line we want to use at our home. Even the previous owner has asked you for an immediate release of the line but nothing has happened. Can Vox kindly assist we really need the line to be released as soon as possible.