English: problem with moving

I have created a move request for my internet subscription but the address wasn’t changed.

According to KPN customer service someone else cancelled my request. How is that possible? And why was I not notified?

I have made sure to submit the request more than 2 weeks in advance (like KPN requested), I have received the email that someone will look into this and contact me with a date and time. Then nothing happened. No call, no email, no internet at the new place.

After talking with customer service I found out that some else (I have no idea who) cancelled my request. How? Why? Why was I not informed?

Another request was made and someone was suppose to call me to confirm the details and date. It’s been 2 days and nobody called.

So now I have no internet, no information about the new request, no idea when someone will call, I’m unable to work since I’m working from home. I’m stuck with all the equipment and a red light on the router.