Billed but no fibre installation,told my service is active

I signed up for the 499 package,was debited R249 once off fee,then another R83 pro-rata even though the fibrev was never connected ,then they tried to debit me R499 on the 1st but I ensured that there were no funds available as I would be paying for fibre without any installation.I have been on WhatsApp since last week Tuesday trying to arrange installation,today I've been transferred twice on a chat for the past 3hrs...terrible experience.I would like to cancel as it's starting off terribly.