Fibre line connection

I'm tired of having to explain myself over and over again. I have moved into a residence in Brackenfell, Wester n Cape and Have requested to transfer our Fibre through BuzyBux. Vumatel is their fibre provider. I have heard on countless times that there is an active Mweb subscription on the fibre line. Buzybuy and us phoned and e-mailed Vumatel numerous times and have provided my lease agreement to prove that I am the new tenant and the previous tenant, who had the Mweb subscription does not live there any longer. Vumatel keeps telling me Mweb has not released. Mweb claim they have. We are two adults working from home and have two learners who have to do online classes but nobody is able to help us get the problem resolved and our internet connection activated. I don't know who else to contact or how else to proceed. Frustrated beyond belief.