Absolutely pathetic

I app**** for fiber through Cellc/Vumatel on the 1 January payment of R 949 was taken off my account, 10 days later we are told we dont have the correct device installed so Vumatel has to come and install - we have not any any word from Vumatel and everyday we are told by Cellc that a ticket has been logged to date we are still getting the same story I have asked Cellc to refund my payment but still havent heard anything about that as well