New level of bad service!!!!!

Worst customer service ever. Took out a fibre contract last year, advertising free instillation, free activation and free connection. This is all free if you keep the fibre active for 12 months. When contract was taken out it was not necessary for MWEB to install anything as our apartment. We already had a vumatel fibre box installed. MWEB just delivered the router and activate the line. sorted. I now need to cancel the fibre as we moved out at the end of the year, I am aware of the cancellation process and I am happy to pay for the router and the activation. However now MWEB wants me to pay for the installation!!! R1700.00 Worst part is to get hold of the cancellation department. They only work per email and apparently take 24 - 48 hours to respond. I have been waiting since 03 Jan for a respond. Been begging a Team Leader or Head of Department to call me, no responds. I honestly don't know what to do to just speak to someone that can actually help.