MWEB not following their commitments

This is the worst I ever had. Ordered a fiber line and after 34 days I had to cancel this order due to not being installed. Now in sitting with the issue I cannot use a different ISP as MWEB don't want to release the order from the fiber provider. After 12 from the cancellation date and multiple times calling I get the same thing.... It will take between 24 to 72 hr's to release the order ,.... HOW many 24 to 72 Hr's are there in 12 days ...Can they not count or are they just spiteful. Requested a manager to call me back more than once and this also don't happen ... WHY is it because the managers dont have phones or just don't give a SH*T about their customers / potential costumers .