MWEB - Bad service - Fibre move not completed

Since 15 October 2020 when I first lodged my complaint, I had no feedback from Mweb with regards to my Fibre installation / move. I called a a few times getting a different agent explaining the whole scenario all over every time, still no reply. I am at wits end as the installation / move is urgently needed before online exams commence. I paid for the month of October but has not utilized any of Mweb's data. I am concern that if I opt for another ISP, I might incur penalties from Mweb.