Fibre order

Openserve is live in my area and they work with a lot of ISPs and so I chose Level 7. I placed my order with them on the 6th of May and everything was fine until weeks went by without communication from anyone. Whenever I called and sent emails I always got the response “We will get back to you” and nobody ever did. I really felt disrespected by them and I asked that they cancel my order today. After I asked for my order to be canceled they then said “your area is not Live” but your order has been canceled. I didn’t understand because the map says I have fibre broadband coverage for up to 500Mbps.