A company with no concept of service

26 May 2022 I ordered and paid for a FTTH service from WebAfrica and received communication via email thanking me for the order and that Vuma Reach would be in contact with me within 14 days to arrange an appointment for installation. 14 days later (after receiving no communication from Vuma Reach nor WebAfrica) I contacted WebAfrica to follow up and the consultant politely told me that their SLA is 14 BUSINESS days and that I should wait. A week later I followed up with them again, and the woman who assisted me this time asked me to send proof of payment for the order of which Vuma Reach claimed they did not receive. After sending proof of payment, she assured me that she would escalate the matter and I should receive a call from Vuma Reach once they’ve confirmed receipt of payment. 24 June 2022 (after I still never received any communication from either company) I followed up with WebAfrica again and the consultant I dealt with this time says there’s nothing she could do because it’s already been escalated, at which point, I just requested for everything to be cancelled because the process and the service was just unacceptable. She confirms that she would cancel the request and that my refund would take up to 10 days. 1 July 2022 I order the same service from Afrihost, 5 days later I receive an email from them advising me that they were unable to place the installation order with Vuma Reach because they already have an existing order for me, pending with another ISP (WebAfrica). I contact WebAfrica again and the consultant says he does not see a cancellation request. I politely ask the gentleman to cancel everything and requested proof so I could forward this to Afrihost to expedite my request, which he sent me. Yesterday (13 July 2022), after following up with Afrihost, they said they still could not place the order as the installation request from WebAfrica has not been cleared (so basically, no other ISP would be able to request for installation because Vumatel still hasn’t cleared the previous ISP’s request). I contact WebAfrica again to which they confirm the cancellation request has been submitted to Vuma Reach who still has it as a pending request and have still not made contact with me. The worse part is, Vumatel does not deal directly with customers (only with ISPs). I checked their Website and they don’t even have a contact number, so there is absolutely no way of contacting them directly, and neither of these ISPs are able to assist. The only fibre infrastructure we have in our area is with Vuma Reach, so I don’t have any other options available. If there was an option to rate this company a 0, it would be a perfect representation of their service because it simply does not exist. They don’t deal with customers directly, so the only way of ever trying to sort out a problem with them, is to contact an ISP they’re associated with, the first time I ever have to deal with this company (albeit indirectly) the ISP promises an SLA of 14 days and I still haven’t heard from them in almost 2 months. It’s pointless cancelling my request with Afrihost because every other ISP is probably going to encounter the same problem, so there’s literally nothing I can do about it.