Final early Disconnection fee of almost £400

Signed up for broadband in 2018 on an 2 year contract and moved home in 2023 without any service change and am now been told I owe an early disconnection fee upon leaving.

called customer service and spoke to 5 people and the final lady I spoke to agreed that the early disconnection fee would be waived as moving house does not constitute a contract change unless you change the package you are on. (This phone call took place on 30/10/24  at 15:10 and lasted 19 minutes) 

I was more than happy with this outcome until the final bill came and still had the early disconnection fee on. I rang customer services and a man said he was looking into it for me and would call back today (16/12/24) and never has. This call took place on 6/12/24 at 15:22 and lasted 55 minutes)

would really appreciate some help with this as I’m not in position to pay this fee especially as someone from the company had already waived at and it should of been recorded? 

can I have this rectified please or a formal complaint filed. Also can you please send me the equipment return packaging, I have tried to order it 3 times now, a more cynical person would think you just don’t want it back to add another charge on 

thank in advance