o2 DSL Umzug: status, invoices, next steps?

Dear customer service.

Since 6 weeks I reside at a new address. I ordered the Umzug procedure on 4th of April (sadly that order only succeeded one time in 5 attempts over preceding 5 weeks), and I already provided as much data as I could.

15 minutes ago, while being at a meeting at work I got a call that turned out to be from o2, where the calling person did not introduce herself properly, quickly asked something regarding "Umzug" (I didn't understand her), then about "kundigen" and than hung up.

I am now puzzled at what happened, what is the status of my request for moving, what is going on and so on. I'd like thus to know:

- what is my current status with this request for moving,

- when is the actual re-connection of my hardware at my new address going to happen

- what information do you guys miss from me, if you continue calling.

I still need Internet, preferrably from you, but if the customer service will remain further on this low level, I won't regret breaking this relationship.

Since the beginning of April I also don't use this internet connection physically (the tenant at my previous address now uses another provider, so my connection there is clearly terminated). But I see the invoice coming on 18th of April anyway. Do you believe this is right to charge for the service that I don't even have means to use right now?

Also, guys, your help site is a labyrinth actively resisting me to reach out to you.

Hope to get the answers soon.