bad service from vox

I app**** for fiber with vox in December 2019 up until today(28 April 2020) they haven't installed it. Every week a call to find out what the hold up is and I'm told that it is being escalade to person handling the account. They started debuting for service that I haven't received until I put a stop order. I got so fed up with service and asked them to cancel everything and now they demanding a R2000 cancellation fee.