supersonic must bring back my money

on the 8th of December 2020 i called supersonic *** to move my vuma fibre from where i was staying to my new place,i informed them that i will be moving on the 21 Dec 2020 they told me that it will take 7-14 working days.to this day the fibre is not installed and my money is being debited,i have been calling them every week since after the 25th Dec,i even send their project manager Michelle Theron an email,she responded by asking me to send her my ID number which i did and she never called or anything till today,today 2021/02/03 i spoke to Mandisa who told me that her supervisor ferisha will call me in 15 minutes its now 5hrs no call .im really tired and dissapointed i need my January and February money back since they are taking my money for the fibre that im not using,please help