Harassment faced while taking brand new connection from cool idea.

I googled about best ISP in Cape Town for Fiber. I found cool idea voted best ISP. (I think they bought the award also). Anyway, I called them that I wanted new connection. The sale person said I need to create an account and need to pay. I did. That was the worst mistake. Now marry go around started. I got the message that send us picture about what has already been installed in your home for fiber. Seriously? As a customer why I needed to do this hassle. Imagine I am non-technical guy. Then I took the picture of what I think they are asking. I sent it. They said It was what they are asking. Then They said The will let fiber installer company/guy to install fiber line. Two wee passed. Nothing happened. I followed up. They were keep saying they are taking follow up from fiber infrastructure company. After three weeks they said Oh we could not cover your home for fiber. Seriously. After three weeks and rigorous followed. They could say that thing even before asking the picture of what already installed. I checked coverage on their side before I placed order. Are they really dumb that they do not know their own coverage area.? Here are a couple of question for them as ISP?

why NEW CUSTOMER needs to send installation picture and all? why you guys are asking this technical thing to harass NEW CUSTOMER?

Why NEW CUSTOMER is responsible and make sure that their house covered or not for fiber? Why cannot you do this?

WHY you as an ISP do let customer know in advance before taking money from them that we are unable to cover your house?

Imaging these are all hassle for NEW CUSTOMER. God bless them who are using their service. Anyway I raised them to refund money as they are unable to provide service. I hope they'll give money ASAP without rigorous followed up again.