Worst Experience with Vuma

I am having the worst experience with Vuma the whole of this week. I am trying to get my fibre line connected with vox telecom and I keep being told that the line is still active with credentials of another customer. I have provided proof that I now own the property and I am in no connection with their customer whatsoever, who I assume is the previous owner of the house yet they refuse to release the line. Instead I am told that I should provide them with proof of cancellation from the other customer. How when I am not in contact with them and do not know their whereabouts? I have provided substantial proof, including levy statements to show I own the property and require fibre to be installed in my name. This is frustrationg!