Mweb: An absolute nightmare!

I have had the worst experience with Mweb. I sent in a request to the moving department prior to moving house. My email was not attended to until after I moved. I have been billed for fibre at the old address and could not apply for a new line at the new address. 9 days later and after being sent from department to department for 3 hours, today I was told that my line will be released but I cannot be credited for the amount debited. I have to wait 48 hours for the cancelation to be able to proceed with another ISP. I am not convinced it will take 48 hours. The retention department to whom I was transferred at one stage, just simply cut me off because I had spoken to them an hour earlier, having been transferred by an Mweb consultant at the Customer Services department. A pending order by someone at Mweb prevents me from using another ISP, but no one at Mweb can confirm that an order has been placed.