Non-existent Service

I live in a very small town which does not have street addresses. My property has an erf number as it's address. At present I have a Telkom ADSL connection, but Telkom are about to discontinue all copper lines, and there is no fibre in this area. So I ordered an uncapped connection and router from Webafrica. I submitted my Rica documents, and they immediately debited my bank account with the router and connection charge (R1748.00).

I waited for a couple of weeks, and then, with difficulty, contacted them to find out where the router is, and when I can expect to be connected. They told me that because my Rica document (my rates bill) did not match the address I had given, my Rica was rejected. They had cancelled the order and hadn't bothered to inform me. When I finally managed to contact them I tried to explain that I don't have a street address, and so although I and my neighbours have created a street name and numbers (so that we can get deliveries, etc) this is not official, so the rates bill is in the name of the erf number, which their system does not accept. So the rica documents are never going to match the street address. I tried submitting various other documents to them (a letter from my sister who lives with me and a she has which has the 'made up' street address on it) without success. I then decided I would look for something else, and requested that they finally cancel the order and refund me my money.

After much hassle I finally managed to talk to someone who promised me she would organise it, once the refund had been approved!

Today I got an email from them saying they have issued a credit note on my non-existent account, and it will be off-set against (non-existent) next bill. The email is from a no-reply address, the only way to contact them is in their chatroom and no-one has responded to that, and I just don't know where to go from here.

(As a side note: I have now app**** (and already been rica'd) for a service from Axxess. They were easy to get hold of, very helpful regarding my erf problem, and have already sent off the router. They were both cheaper and had a faster option that the one I ordered from Webafrica. I obviously don't know yet what their service is like, but so far I am impressed with them)