Prepaid installation never done after 3 years

I paid for prepaid installation in 2016 August ....City power sent their people and they came to check what kind of prepaid i needed but they have never come back untill today 2019 i made arrangement to pay off my debt monthly which i did but lost my job 3 months ago. They were so quick to come amd terminate whereas if they had honoured their prepaid installation which i paid for i would not be owing so much money .....3 years later im still waiting for prepaid or refund