Bad customer service

So I made payment on the 30th of March 2021. And they say "you will have fibre in 14 days". I have been battling with them for a month and a half and when I cancelled the order they came to do the installation. Now the installation is done I'm struggling to get the fibre activated. Like before it has been back and forth with their customer service centre and nothing gets done. At some point they say they can't find my payment. I get emails and sms' and WhatsApp notifications saying I should make payment. How can they do the installation without payment? When the installation/activation can only be done once the payment is made. They don't want to give my money back and they don't want to activate my fibre. Is this where I make contact with the consumer protector ombudsman? Everyone is using this covid situation as an excuse for bad customer service.