Paid for service from Webafrica - no connection yet

I arranged for a move of my Webafrica to new address where Vumatel was already installed. According to them it will just be connecting my router and it will be quick. On Friday when I was supposed to be connected nothing happened. You cannot call them, can only chat to them. I have been chatting to them, but today I have been holding on for more than an hour. Nobody to chat to yet. Oh yes, they have deducted the fees from my account for a service that I still don't have. This is pathetic service - very close to service I had with Telkom. At least you could speak to somebody at Telkom. I am so disappointed in them.