Unsastisfied customer

On the the 22nd placed fibre with Mweb and that was done now vuma reach is the one who needs to do the installation what I don’t really understand is that vuma reach can’t locate my address and their ****** post/box is right outside my gate . I have called the contact centre and every agent I speak to says they will escalate and someone will call me but no one has . Heres the reference MWB***9 the last agent I spoke to was Phumi from vuma reach . Now make me understand how do you put a post right in front of my gate and can’t locate it but locate an address in a different location does that make sense ????