Bad sales support team

This is the worst servide I have ever expereienced from a service provider. They provide you with no alternative means of contacting thm and there are dropped calls of which is system related caused and no one is accountable for. 10 days ago, i app**** for a fibre line through MWeb. The order was placed online. They requeste that I pay in R1000 in advance to proceed with the order. I paid this immediately. They then sent me an sms that someone will call me to arrange alternative service provides for my fibre as the fibre is not available in my area. My complex has a sole mandate for octotel to do fibre installations. This was the provider I chose and they could not see it because they entered the street adress and not the complex address. Till today, I find no one has contacted me, I cannot get through to anyone. The order has still no been cancelled and billing cannot be processed for my refund due to this. The After sales department is really bad and lack discipline. I spent R250 worth of airtime trying to get through. I even called the switchboard and they could not transfer. I wish to take this matter up with ICASA. The SLAs at MWEB to deal with our queries are ridiculous. Not a single person has called or contacted me. Instead everyday I receive an SMS saying the order is waiting to be cancelled. I need this cancelled and refunded asap. My ID: is ***