Internet Service Provider (without internet)

I have been with Webafrica since 2018. I recently moved homes and requested Webafrica to transfer my account to the new home. No installation was required as Fiber was already installed in the home. On 18 Oct 22 Webafrica advised me that the order was placed to activate the line. After numerous requests and follow-ups via WhatsApp, they kept saying that the matter will be escalated. On 04 Nov 22, after another request for info, they again escalated the matter. An agent via WhatsApp eventually provided me with a number to phone the Fiber provider myself and I was told that the order was placed with them but under a different client's name. I have not received 1 phone call from them to try and resolve the matter. I would like to know where they keep on escalating the matter to? With all the escalating, by now my request for service should be on the CEO's desk.