Mweb Online queries closed without reading clients query

I recently signed up with MWEB for FTTH in May. ********** 3 I was informed that I would be charge a prorated amount for the month of May which I am happy to do. Mweb activated my account from 17/05/2018 but I only received my router on 18May. When I tried to login to start using the service I was told that there was a problem with the fibre installation and subsequently a request was sent to Vumatel to fix the installation. My connection was only up an running on 23 May 2018. I then received my prorated bill reflecting my activation date as the 17th. I then submitted an online query via Mweb website requesting my activation date be change to the 23rd of May as my service was only running from that date which I thought was reasonable.I received a very robotic answer advising me that I get billed from the date the package is active on the system ...but how can it be active if I could not use it on the 17th ...Active would mean that your client can actively use it.