Vox holding FTTH connection hostage!

I cancelled my FTTH with Vox in November. This was set to be released 1 Jan 2023. Mid December I lost all connection. After struggling to get it back up, Vox has now decided to hold my connection hostage. I've been struggling for weeks to get Vox to process the release with Vumatel. Each time I call them I have to wait for an hour to speak to someone and then get told that they don't have any active service for me on their account. Yet according to Vumatel they have yet to release the connection. Why is this so difficult? Their service is absolutely shocking and it's at the point where legal advise will be called in.