Mweb holding my money hostage n my line

So I order Fibre mweb and for weeks no one is coming install it. When I called to called the order I was promised my money back and a email to upload for my banking details but nothing is been done. And the worse part is they not allowing me to order Fibre from another provider and now I can't work from home coz I got not Fibre in my place. The more I call the more I get the run around.