Very bad service

I contacted this company asking for a quote on their fibre, then they asked for my details which I sent them. And then they quoted me, and then I told them when I am ready to start, I will let them know, but I was surprised when they tried to deduct some few weeks ago. I sent them a message to ask as to why they tried to deduct, but no response. Then I sent them a request to cancel. But they told me I must pay before they can cancel. What am I paying for, because I received nothing from them. All I want is for them to cancel it and stop bothering me. Why must I pay for service not rendered