No installation done but i must pay a cancellation fee - huh - for what?

APP**** for, APP**** for - but never installed - fibre. They came to install no sorry cant do as the Telkom pole is in a yard two houses away and the people arent home. Tell them we need access for tomorrow - this we do but the Telkom guy then didnt come. So arranged for the next day - no sorry cant do as then the residents of that house arent available again. So went to Fourways Mall branch to cancel the insallation only to be told we cant as the screen says it is ACTIVE so we will have to pay a CANCELLATION Fee - huh? For what? For applying he says, huh, but you didnt install the fibre, No there is a cancellation fee if you read the Documents : yes, if you actually installed!