Installation pending

I ordered the 4mbs uncapped ADSL line a week before the 25th of October and paid the 700 deposit and scheduled the installation for the 3rd of November. On the day I phone to find out what time will they be coming since I asked for time off at work for the technician. I was told that my order has been escalated and the technician will phone me shortly, 4 hours go by and when I call again, the technician has taken my order to what seems like a forbidden dungeon called the "back office". My issue now is that no notes have been made on my appointment but instead removed and the now I wasted my time following up because the agent also has no clue as to why my order is taken to this "back office" or my appointment has been removed. I find the removal of my appointment very shady and a way to easily ***** 700 rand from people who pay that installation deposit.