Quick to offer incentives to not cancel but don't deliver anything and are refusing to cancel (holding us hostage)

I don't usually write reviews because I tend to brush things off, however - We contacted webafrica stating that we are moving and need to transfer/cancel this was done on the 8th.. long story short they couldn't do what we wanted and we decided to cancel.

A few minutes later we got a phone call (This was a call to butter us up and offer us a deal if we don't cancel, which we accepted) So everything was scheduled for the 9th (I should add in that by this point all of the details with regards to package and speed were incorrect but we were told if we change it now the process will restart and it will take longer - Cynthia Arnolds, who was/is helping us promised that this would change when it's up)

We left it as is as we were promised it would be up and running by the 1st of August (yesterday). We then got radio silence, no one contacted us with regards to modem delivery or anything else for that matter. We kept on emailing, however, we were ignored. Now on the 2nd we have no internet, Cynthia apparently has been off (since the 16th apparently and couldn't contact us) we have now been told that the order is out of SLA(service level agreement). they are going to need to raise this with a brand manager in order to give you feedback in the next 24 to 48business hours, on top of a good few weeks we have been waiting. So we decided to cancel - Which they are again just ignoring the request, they have charged us already for what I don't know and seem to be ignoring us while holding us hostage in their services.

We have been with webafrica for about maybe 4-5 years (maybe more) and clearly, us sticking with them really means nothing for them.