Very unhappy customer

I always have trouble when contacting Mweb, if it's not the lines being cut when trying to get a hold of an agent , then it's the agents not understanding my request.

I requested that my fibre be cancelled as I was moving to a different apartment on the same premises. My fibre was cancelled successfully. I then requested a different line be activated which was done successfully, however after paying and receiving the login details I realized it was the same details as my previous order, the request that was cancelled was reactivated. I have now requested a refund as I am no longer staying at the old apartment and will not be using the wifi nor have access to it. This has been denied as it is my "fault" for speaking incorrectly and the agent just did what I had requested. I now paid for a service that I will not be using and will need to pay again for the correct product.

I feel that logic was not used here, why would I cancel something and immediately ask for it to be reactivated.