Customer service + Installation

I chose Afrihost to be my internet provider based on the wonderful reviews they have but after today's experience, I am starting to have doubts. On the website, you have an option to either request a New installation or Migrate/Upgrade an existing line. Afrihost activated an existing line and debited me R500 even though I ordered a new installation (new fibre line + ONT box). I even explained this before the purchase (I spoke to Sales and Customer Service Dept ) and was advised to click 'NEW INSTALLATION' by one of their agents but still, this matter was not handled well. What made matters worse was that Sipho M from the whatsapp line who so was rude and did not even provide an explaination as to why this was happening. Please train Customer service agents on soft skills and add a 3rd option for clients to click on if necessary. I am without any internet but money has already been debited from my account. This is so unfair.