Home Connect is a no no

I app**** for fibre and paid, no response was given after a few days, with no payment acknowledgement, I contacted them trying to find a way forward. Only then was I told that I live in a danger zone, in the meantime their van is up and down in my area and my neighbours are using it. I have been struggling to get a refund, the consultants ask me the same question all the time. I was later told I must investigate with payfast as they must have proof of payment from me, both companies are not paying back my money. My friend is struggling with Sam it more that 4 months now