Very poor repsonse

About 10 days ago I sent Afrihost an email to enquire about installing Internet Fibre at my flat. We are existing ADSL customers of theirs. They first told me there is no fibre available in my area- when I told them my upstairs neighbour has had fibre since 4 months ago, they would not believe me. I have emailed them another 2 times since then and a reply came back to say I can apply through Telkom and they specified my street address from which I moved 2 years ago??? not normal !!! They obviously don't need the business or don't care or BOTH !!!