Poor service

I recently logged a ticket for a Fiber line to be moved from my old address to new address, then I get slapped with a cancelation fee. then I am told to apply for a new line. So according to Vox I am not allowed to move from 1 place to another place?

I do not want to cancel the line, just move it. but the money hungry Vox is forcing me to pay to cancel a line I do not wish to cancel, then they expect me to apply for a new line thru them? Is Vox and Telkom now sharing a board?