Terrible service

I have had a good experience with web Africa for the past few years but recently their service has been TERRIBLE!!!. I have moved to a new home and have been requesting to get my fibre set up, according to web Africa, it has been set up and activated. but my fibre line is still not working, I have spent weeks on endless chats with them to get is activated, and eventually, they had to escalate the matter to FrogFoot. My matter was then escalated about 4 times after that, with no help I requested to cancel and move to a new provider, to which the agent says, give us one more day to solve the issue and never got back to me or solved the issue. Then I wake up and realized I have been debited for a service I have never used because of their terrible customer service and inability to even attempt to solve my issue. I would like a refund and my service cancelled and i can't even get that because I have to wait for a response on their WhatsApp help line and get no response.