Bad slow service

Since September we were supposed to go over on 200Mbps line with Vuma @ Accelerit our ISP. I have logged a ticket 008894 with them and did a follow up on 20/09/2022 where they rep**** that it will be escalated to their technical department to sort out our issue. Till now no one responded or gave us a reason why our line is still 100Mbps instead of 200Mbps. We are very disappointed in the way our ticket has been handled.