Bad service ever

This guy's they come in my area is a new development Riversideview diepsloot they told us the installation of Fibre is free they installed the wiring and in 2 days they sent me email saying I must pay R1150 due to my area was live and honestly speaking my area was not live and the guys for installation they know very well due to my neighbors house the cable was destroyed by Johannesburg water people where fixing the leaking pipe I tried to communicate with them from last week even today they can't help I feel like Metrofibre is a **** as the lady who sent me email says someone used her email without her acknowledged