Loyal customer moving properties very unhappy with the urgency

I've been with cool ideas since 2018 and was very happy with their service.

We bought a new house and canceled the current fiber line at the old house and app**** for the new line at the new house. I received a courtesy call the next day and asked why am I canceling my current line and that I am a valuable customer. I explained we moving but will still use cool ideas at the new house.

I did my application on the 25th of November. I also stated that I am working in retail and we get extremely busy this time of the year. They where very quick to respond that I need to pay the R200 and upload my Rica Documents so that they can proceed with the order. I did the payment and emailed them the invoice and uploaded the documents the same day on the 25th.

Today on the 30th I asked them what's the ETA on the installation because as explained I am in retail and we don't get alot of time off I need to plan around it. To my surprise I received a message" Please confirm if we should place the order......" hmm isn't that why I paid the R200 for? 3 working days later and no order has been placed.....

A few moments later I get a reply again saying the address isn't available for fiber and they sent a message to metrofiber for repair...?

As it's urgent and we lost 3 days already I phoned metro fiber and asked them why isn't there fiber available or ready? They confirmed the line is open and ready to be taken. The house has been standing empty for a while.....

I then phoned cool ideas again spoke to Queen and she asked me to confirm the address. The one she booked today was for highveld. Completely different area than the one we staying in. She then said she will find out how to get the correct address because se can't seem to find it on Metro.

After 4 calls every time there's an excuse. She was on lunch then after that busy with a call and they promised she will phone me back. It's 18h00 still nothing.

Please cancel the order and refund me my R200 back, because I just have a feeling with the urgency they working at I might get fiber before I retire.

It's so sad because I play competitive gaming online and cool ideas alway gave the best ping and excellent service but I guess my R699 isn't worth it anymore.