Terrible Service - Impacting my finances

My physical fibre line snapped during roofing repairs and i decided to switch Sevice Provides from HomeConnect To Vodacom because they charge R100 less per month. Bear in mind that i cannot use my fibre due to the broken fibre line, and vodacom can only request Vuma perform the repair once the line has been release by Homeconnect. In the mean time i have been purchasing mobile data to stay online, expecting to only wait a few days.

Here is my terrible experience and timeline trying to have my line released from Home Connect!!!

4 March 2026 I cancelled with home connect on Wednesday, 4 March 2026. I requested that my line be released immediately, the agent stayed on the line to take me through the cancellation process and also stayed on while i paid the additional calendar month, which means i had to pay for April the following month too, i was requested to pay an additional R808.00. He said i should do this to ensure my line is released as soon as possible and that he would inform cancellations to release my line immediatly, which takes 24-72hrs.

11 March 2026 I Had bee contacting Vodacom to ask when they are taking over the line, they mentioned that to this date that Home Connect had not released the line. I then proceeded to contact home connect where they told me they would sort it out and subesquently i received this mail from them:

[email protected] Dear Valued Client, I hope this email finds you well. We are writing to confirm that your account, MURC006, is currently paid up to date with no outstanding balance. Should you wish to transfer your service to a new provider, kindly request that your new Internet Service Provider (ISP) submit an early line release request to us on your behalf. Once we receive this request, we will action it accordingly to facilitate a smooth transition. If you have any questions or require further assistance, please do not hesitate to contact us. Kind regards, Home Connect Support Team

I informed Vodacom of this and then thought everything would be sorted, boy was i wrong.

16 March 2026 I got an email from home connect asking if im sure that i want want my line release, which was confusing to me due to all the previous communications i had with them. I decided to call in to the call centre, they then informed me that they cannot release the line because of an outstanding amount of R130 which only the cancellations department has sight of, even when they sent me the invoice again, it only shows R808, which i paid on the 4th, but i said fine i would just pay the additional R130 (instant deposit) to move on (i have this on email that they sent me today, with the amout only showing R808 which i paid on the 4th). Now i get a call back saying i must wait another 24-72hrs. Im not even sure this is legal anymore :(