Bad service

We have app**** for Fibre services through vuma, and hypa is the chooses service provider, it's has been almost a month since we paid for services and no connection, the most annoying part is that, both service providers vuma and hypa are not reachable, if u manage to go through there is no assistance, I have requested process for refund, however the assistance kept saying on the system is registered, this has left me frustrated because I have a child who uses internet for work purposes. How can a company that provides Fibre have no easy contact, we based in Soshanguve and I'm told there is no direct line I can call, I need to call them in Johannesburg and they are the ones that can register my complain. I have installed hypa in my house and. I'm considering terminating it, due to this bad experience I received for my second line at my other place.