What exactly.is being clawed back!?!?

I have been a webafrica client for several years now and when I recently moved moved houses I asked Webafrica to transfer my account to the new address where there was an existing fiber installation. After a comedy of billing and operational errors I decided to switch service providers. Now all of a sudden I have been charged a R2880 clawbacks fee. After inquiring I was told this was a mistake and I would be credited. An agent contacted me to check why I was leaving, and again confirmed that this charge was reversed before the charge to my cc and that no actual charge would be deducted. This ammount was charged to.my cc 2 days later. Now upon asking what has happened here, I am told that the request for credit has been declined since after moving it's considered a new contract, and a new 12 month period for the clawbacks is put in place. There was however, as mentioned no installation at the new premises, so what exactly is being clawed back?