webafrica charges additional fees after stating we won't have to pay it

I moved homes in February 2022, the agent advised me that I will not have to pay the clawback as I am not cancelling the services, I still use the same router and the same package. Now they are charging me R2880.00 because I cancelled me service within 12 months, I have NOT cancel the service. On 22 February I spoke to Miguel reference number ***, because it is a change of homes I will not have to pay the R2880.00. Now I am being told, that that is the way it works I need to pay the R2880.00. No new contract was done, only a new account number to show the address change. I AM NOT GOING TO PAY THIS BECAUSE I DID NOT CANCEL THE SERVICE. I WANT THIS AMOUNT CREDITED ASAP, AS I DID NOT CANCEL THE SERVICE I ONLY MOVED ADDRESSES!!!!!!!!