Telkom not assisting with fibre issues

To whom it may concern.

I ordered a fibre connection through Telkom on the 13th of September. They did the installation and delivered the router with minimal hassle. However I requested a login username and password to login and use the service. The operator informed me that I had to wait a minimum of 24 to 48 hours before they could provide me with the requested username and password. After 48 hours I contacted Telkom again and the operator advised me that there was a technical issue with the activation of the line and the order was cancelled on Telkom's side without my knowledge or consent and a new order would be processed and an escalation was sent through this would take 3 to 5 working days before it could be resolved. After 5 working days I contacted Telkom again requesting an update, the operator advised me that no escalation was visible and he would request a second escalation. the following day I contacted Telkom again and yet again no escalation was visible I then proceeded to cancel my order with Telkom. I then ordered from "another service provider" to provide me with the fibre service. "The other service provider" had advised me that the line is still occupied by Telkom and I need to contact Telkom to release the line. However every time I contacted Telkom the assistant advised they cannot assist and after numerous phone calls and being told I need to contact a different department as the current department cannot assist, I was eventually told to contact Vumatel myself. The assistant at Vumatel assisted me with an email address and suggested that I send an email regarding the situation and also contact the new service provider and get their service delivery manager involved. Vumatel has since advised me that Telkom refuses to cancel the order because of contractual issues, but I have been assured by Telkom assistants that the order had been cancelled and no "actual" contract had been extended to me... Very confusing stuff...