Terrible Fibre ISP

I placed an order through Cool ideas 7 working days ago, i made payment immediately. Since then i have made numerous calls to Cool ideas and the fibre provider with no line installed as yet. In fact, the fibre provider does not recognize my order number provided by Cool ideas. Today i spoke with Samantha and she promised to call me back as she was escalating the issue to her manager. I called back 3 times, spent up to 45 minutes waiting and when i got through the line disconnected twice. My money has been ****** and i have no internet which affects my livelihood. I want answers.