Terrible Service

I have been with WebAfrica for over 2 years. I moved homes and asked that they cancel my contract because of the move and I had ordered with MWeb. They convinced me to stay with them and change providers to OpenServe which MWeb was offering. Over 2 days later I am not connected and they have put my request on low priority. When I ask for feedback they say they cannot follow up and I must call open serve myself. Why are they operating and acting as middleman while we must call the providers ourselves?