Watch out for their R999 charge for cancelation fee, even if they are in the wrong!!!

I requested a moving home request 2 weeks before moving, on the day of my move, their fibre people still haven't contacted me to do the necessary installation. I followed up for 3 days and they kept saying they waiting for the fibre provider. Because of their non delivery, I decided to cancel my order, now they've debited R999 cancelation fee from my account. I am not happy with this as the only reason why I canceled is because they couldn't honor their delivery of my order. I have asked to speak to management and their agent says it'll take 48 hours for someone to call me back, which is absolutely unacceptable. Great service while they have you as a customer, ********** when you try and leave them because of their poor delivery.