Terrible Vodacom fiber service

Absolutely terrible service I have experienced, on September 2020, I installed the Vodacom fiber it’s been 3 months and no one activated my account, every time I call Vodacom contact Center, I only receive a service number but no one gets back to me, I asked for cancellation and they want a fee of R2200 for what? They’ve been charging me for the past 3 months! What about my refund? I am being charged for something I haven’t even used