Vumatel fibre

I have contacted vumatel for firbe and was promised installation 2 days after payment. I made the payment and it's been over 2 weeks and they keep giving me excuses for delay of installation. It's really really bad as there is no escalation process you as the client can do to get it resolved you are basically at their mercy so you just have to wait and pray for the installation to happen. I contact them daily via their watsapp line because that's the only way to contact them apparently and receive story after story but never a resolution. I don't know what to do anymore. I even enquired about canceling and was advised that there is also a process for the refund to happen which is over 10 working days. So I have no firbe installed for over 2 weeks and I am told that it's a bad process to cancel and get my money back.