Totally shocking service

It's been close to a month now and I still don't have fibre installed in my house, nor did anyone call me from Vumatel yet. I was told that Vumatel rejected my application but never informed Web Africa. I have 'spoken' with various people at both companies and it is the usual line of... We escalated the matter. So if I can't get my fibre line and my money is not returned to me is this *****. How in the name of Zeus is it acceptable to let people pay for services but your company and partners don't deliver. Do you even run reports to check who paid and who is yet to receive installations?