MWEB - poor service support from start

I placed a Fibre order with Mweb on 16th January. I was debited a pro-rata in January 2025 without even having active service. On 23rd January 2025, I received a modem via Courier Guy. I do not have an ONT box and the installation was not completed by Mweb. Till now I do not have the Fibre setup as no1 has come with an ONT Box to complete the setup. I keep getting promises to be contacted however I am never contacted. A second debit order has gone off my bank account with no installation. This is unacceptable.