Worst customer service

My fibre line was working fine until I had to move. I spoke to some of their agents via WhatsApp and they made sure, that my previous service would be cancelled and opened up a new one for my new place. Furthermore one of the agents explained that I would not have to pay double - meaning for my old place and my new place. I made the payment and it was allocated to the wrong service. I tried to reach out via WhatsApp and the support line as well but was left waiting after explaining my story and chats ended automatically with more than 5 agents because they were not responsive. My matter still has not been resolved and they keep asking me for another payment.