Horrible Customer service

I am simply requesting a refund for the order as it has taken forever to be delivered and today o received an sms saying it’s cancelled after I queried on Watsapp and also called

I will find another service provider as this has been a very bad customer service and demand that I am refunded as per the below email and attached screenshot of the payment and also cancel the debit order

The Fibre infrastructure provider has cancelled your Mweb Fibre order. We are finding out why and will be in touch with next steps

I just want my refund after above message, I will not be able to work with this service provider Order No. X***3