VOX VERY MECHANICAL - Do not understand genuine clients and how to treat them

It is always sad to get to a point where a company can not resolve a matter (be it positive or negative) and you have to try use a 3rd party. After many mails and call to try resolve. The issue - I considered putting Vox into my business, but made it very clear that there was already new infrastructure/equipment in place and that this should be used. I was assured this would be possible. I had to sign the documents to get them to check/start, so no reason not too as I was assured it was possible. I was then inform they would have to put in new equipment, re-trench etc etc (remember they had see the previous equipment already). Naturally I said that we would have to go with someone that could work with the existing equipment. To my horror they then want me to pay for the cancellation. This really is unbelievable.