Mweb poor customer service

We requested for our account to be moved as we moved to a different location. This request was made on the 29th of January 2025. An agent by the name Scott Ross assisted with the "move" of the fibre. It has been more than a month now and we were charges for internet which we do not have till this day. Technicians from Vumtel came out already and they confirmed everything is connected and install but the problem should be by MWeb. Furious and disappointing is an understatement for the poor service we have received. The online chat don't work well because the agents does not understand what they should do. Never have I ever received such terrible service from Mweb. How can you charge someone for internet which you did not provide?