Refuse to take responsibility for lack of action

Refuse to take responsibility for lack of action. I ordered a fibre installation for Frogfoot (through Afrihost) based on some incorrect information. Frogfoot accepted the order (even though the line was installed already). No feedback from Frogfoot. No action from Afrihost. I then changed it to an activation / migration 2 weeks later (when I found out the line was installed). It has been almost 2 weeks and nothing has happened. Only my contacting Afrihost has actioned anything on their end with no feedback provided. When I asked why, they said I should have logged a ticket.