Why are you charging me?

Dear WebAfrica

We have been loyal customers for almost 3 years. Paying our accounts on time. So after numerous struggles with WebAfrica to just stop throttling us and actually just give us close to our 100/100 line we are paying for, we decided to move providers on the same fibre line. We were advised there will be no cancellation fees, everything was in order and between them and our new provider they will sort out our hand over. It should have been effective 1 March, with 3 working days to sort out the handover. It is working day 8 and NOTHING. The problem is not on the new providers side, I checked. The problem is on your side. You are causing this delay. Now, we checked on our portal with WebAfrica, AND YOU BILLED US R 1 725. Why? What is this charge for? Be sure we will not be paying this as ZERO communication was received from you. Is this what is causing the problems? We were advised on the beginning of our contract we will only be liable for cancellation fees if we cancel within the first 2 years. You only advised us that we need to return the modem before the 20th of March 2020. When we try to phone your call centre, you are on hold untill your airtime and minutes are done and no one answers. Your URGENT assistance will be appreciated herein.