POOR SERVICE and FEEDBACK

Fibre installation - poor service and feedback not existent - I had to follow up at least twice before I had a subcontractor contact me for a scheduling for installation. - on scheduled installation date, find out that the box outside my REGISTERED/REQUESTED address is not belong to ISP as I thought and I get directed to a connection box in the adjacent street (Property is located on a corner and this is NOT the registered street logged) - should I have fibre from the this connection box (adjacent street), I would need additional cable, and cost would be encored. (Approx. 10m of extra cable) and the installation is cancelled until I can receive further details about this. - I immediately contact ISP, and explain this scenario of no connection box at registered address and request that they find out should there be one or not as per installation protocol/schedule from the subcontracted installer that layed the fibre in my area. - not feedback received regarding this after +-2week, I call in again. still not clear definitive answers to my request. - I request this information again, and call center agent (now that I think back mumbles something about 30m and surveying as he reads from his screen) and and still I get no feedback, I reiterate to call center agent that I am not prepared to pay extra as this connection box is not at registered address/street and that he would need to find out what the initial planned layout proposed should be at my registered address. - I request a call back 25 March AGAIN, as I have not received any definitive feedback. - No feedback from 3rd party from my last request. At this stage due to poor service, I decide to cancel fibre with the ISP due to definitive responses and feedback. Call center agent does in on his side while I am on the call. go through all questions. - I am then notified that I will pay a cancellation fee of R999. Why? I have not used any services my fibre isn't even installed. - he then asks if I have a router. I respond yes. they will collect. at this stage I question when will I be refunded my delivery fee for this router that they wish me to return. he speaks to his supervisor. on return he says that he would need to escalate this refund request. - at this stage I am under the impression that cancellation is done. the only query is a accounts/finance issue. - I request a call back 01.04.2020. - very helpful consultant and he informs me that this was not cancelled. - I repeat the whole process with him again and he confirms it is now cancelled. and no cancellation fee applicable as I have nothing installed. OK that all fine and good - my delivery of router refund, they want to collect....