Very poor service from Vumatel

I app**** for Vumatel to assist with the service for wifi installation and they couldn't assist me,The lady that was assisting me "Mbali "said someone has already app**** using my home adress but they dnt have that person's name and keeps asking me to check with my neighbours if they didnt use my adress ,but unfortunately they used their adresses.That has cost me not to use their service as according to them I already have their router of which I don't have....router SN:***D4EEAA as per Vuma is linked to my home adress 173 Sefala crescent Block FF Soshanguve,Vuma said they cannot assist me any further. Kindly assist to sort out this mess of which I believe is *****.