Bad service

We are relocating to a new house and contacted Vumatel to transfer our existing service over to the address. The response we got is that because the request was not submitted by the 15th we will be charged for the old and new address for the coming month, which is absolute nonsense. There is already fibre at the new address so they literally just have to transfer our service over. No new installation required. I have been with Vumatel for a couple of years but if this is the way that they treat their loyal customers then I would rather cancel their service instead of moving my account over and take up a new service provider.