***** and refusal of assistance

I ordered a product with MWEB for openserve wifi. They have taken 3 weeks to get it sorted and it is still on going. They activated the product without me having received it and tried to debit my account and take my money ,without my permission. I called to the call centre and spoke to Tayyibha who put me on hold and ended the call not wanting to assist, I then spoke to Tando who muted herself and ended the call after i asked for a reference number that she escalated the matter to a manage. Both refused to put me through to a manager , and I will be reporting MWEB to the ombudsman and and looking into a ***** case for the them trying to ***** money from my account for a product I do not have.