Charged for Cancelation On Product They Couldn't Deliver

Placed an order for a 4Mb Fibre package from Afrihost on the 25th of July 2017. Before I placed the order I did check fibre availability for my address and it stated the provider for my address is OpenServe and installation should take approximately 4 weeks. By the 12th of September 2017 there was no indication of what was happening with my order, so I logged a ticket(CJO- ********** 1) to which there was not response to, so on the 21st of September 2017 I requested an update on my update request, to which I finally got a response to on the 30th of September 2017. This response was "Your order is pending network validation... This process can take an additional 4-12 weeks...” I accepted the response and waited. On the 26th October I received and update stating the following “The provider has advised that the area is not live yet, & there is no ETA at this stage on when it’s going live.” I responded with the request to cancel my order as I cannot wait indefinitely for a service to be installed that was indicated already existed. I promptly received a notification that order was cancel accompanied by a notification that Afrihost has deducted R660.65 from my account. I tried to query this immediately by phoning the customer centre on two different occasions only to be put on hold for a combined time of 42min 41s never reaching a person to query. I then queried the issue via e-mail and received a prompt response that the deduction was a cancelation fee. When I stated that if the Afrihost site had indicated accurately that there was no Fibre available at my address I would not have placed an order and continued to find alternate solution. Their response to this was “You cannot cancel the order while it is still being processed. Have a great evening.” It has been a long time since I have received this kind of bad service. Just goes to show you can plaster awards for best customer service on your site all you want but that doesn’t proof diddly squat.