Paying for something but have no service

These guys don't get back to you and I do not know what to do anymore, They cannot give me feedback on when we can get a vLan for East London. It's been more than two weeks. Best of all, they bill you but you are paying for something that you have not used or can use. They billed me for half a month and a full month and I do not even have service. I spoke to their accounts department and was assured that it will not be deducted but it was.

don't know how this works if they can't give you sirvec but you have to pay.