Poor service

Good day I would like to know if you can assist me. I cancelled my fibre line in April with Vumatel but still they did not clear my details from their system now it's blocking me from getting my new fibre line. I spoke to many agents about this but the last agent I spoke to today said it can only be cleared after 5 years. Can you please advise how I can get my details removed and address cleared from their system as I am now tired of dealing with their poor service since day 1.