Poor service

I wanted to install vuma and I went to their office and got a reference to pay and I did,I payed on 5th of March and they told me that someone stole my address so I have to use someone's address but when they called me to organize to come and install they told me that they have to disconnect my neighbors line since he's the one who stole it but since I waited and decided to go to the office but the answer I got was that they can't disconnect the person's line who stole my address because he payed and yet I also payed then they were supposed to come last week and install line 2 so that they will install for me since I have been waiting it's 3 weeks now and I am not getting any assistance and when I go the office and say I want my refund they say they will come to install but nothing..