Bad service-service cancelled before scheduled date

I would give lower rating than 1 due to service, I get told via email today my service is pending cancellation on 11th of march. I contact to not cancel and they end up telling me it was cancelled 8 days ago and I need to pay outstanding amount plus cancelation amount.

within their policy guidelines it says: * A Fibre line that is pending cancellation can be reactivated up until seven days before the effective cancellation date.

this is awful service they dont listen to their own policy or email communication they send out via email regarding your account they dont listen to the customer.

Please have my cancellation fee removed and have it be reactivated as that is what I requested when I got the communication.

Treat this as Urgent as I will escalate this further to the relevant parties example ISPA.

hope to be contacted urgently.