Fibre Installation order number cannot be traced

I app**** for fibre installation via Vumatel and selected Vodacom as my preferred ISP. Vumatel tried to call me on the 1st of November and could not get hold of me whereby they sent an email advising that it was a failed schedule attempt and I should contact my ISP. I have called my ISP several times attempting to get the matter resolved but the agents just hang up after me being on the call with them 15 minutes and more. Upon calling my ISP they advised that I should have received an SO number after making a payment which I have not received. I only have an OVR number which does not allow Vodacom to assist me with my queries. When I go on the Vodacom portal, the status of my order appears as Awaiting Installation. Please advise on what should happen now

I have made several calls and I have resorted to come to this platform for a resolution. If this cannot be resolved today can I please get a refund.