Poor service and communication - leaving potential customers in the lurch

Supersonic had some amazing black Friday specials on their fiber this year. I used their WhatsApp chat line to find out how to sign up for the special, and was advised go ahead and cancel my current internet and do an order/application for the special, and once receiving the cancellation letter, I can then send it to them and all will be well. So on the 28th Of November 2022, I placed my order with Supersonic, and cancelled my current internet. By the beginning of December, I was yet to receive any communication from them, regarding how to provide my cancellation date, and when the line will be released. I managed to contact them on 5 December and I was sent an email by the call agent, and was asked to send the letter of cancellation, which I duly did. Fast-forward to this week, I still haven't received anything from them regarding my order ( i.e. I was expecting some indication that they received my order, or processed my Rica documents and letter of cancellation from previous ISP). I logged into my account, and notice that there is now nothing in my orders page. I managed to eventually get them to call me back (today, 14 December), and was advised that my order was cancelled due to the line only becoming available in January. I spent about 40 minutes on hold to speak to someone who can give me some feedback as to why this happened, or why no-one contacted me and what I should do moving forward, and my called was just dropped. Should you not honour the order I created with the black Friday special price, kindly advise on your industry ombudsman details, and I will contact them instead.