Afrihost ran by robots?

Good day, I’m writing this in hope to get a needed attention to my unresolved issues with Afrihost. Their “client services” in my experience is composed of premade scripts made for expected situations and if the issue is off script all you get is promises of further communication and generic replies, no results. I’ve been a customer with Afrihost for over 4 years and everything was going smooth until it was not... For most of the time I was using an uncapped 2mb dsl line. Last year I upgraded to 8 mb and it was going well, as the need for more speed raised I decided to upgrade to 20mb package and that’s where the problems started. As I did not notice the increase I found the way to test the speed of the connection (I used ookla speed test). I was getting 4mb at peak. I of course contacted the customer by creating the ticket in client zone. I did get a quick response informing me that my line is limited to 4 mb and I cannot possibly have more speed, I also need to manually change my package before getting the refund for service paid. I have done so promptly, however I’m still waiting for refund. Furthermore I notified them that refund is also due for all the time I was paying for 8mb package, but was only getting a 4mb. I believe I’m entitled to get the price difference back since I never got what I payed for? Since I still have a need for faster internet I decided to get one of their wireless packages and as I was confirming the order I was notified that I will not have to pay any fees in August and the service I have selected will start from the 1st of September, which was perfect for me and I placed an order. I was then notified that product will be delivered in 5 days and I need all documentation for Rica registration. As soon as I got a delivery an invoice was issued for the month of August. That is not what I agreed to and I have still did not even use the service! I then created yet another ticket to client zone. Solution never came. I then tried to use their whatsapp live chat service. All that the operator could do is schedule a “call back” from accounts department, after a chat with someone from accounts I was told that the supervisor has to be consulted to resolve the situation and I will get a call back or an email later. It never happened. I have tried the whatsapp assistance one more time the following day, where I was promised another call back from accounts, which I never got. This brings us to now. Situation is still not resolved and I just got an email saying that my service is suspended. Here is what I believe needs to happen: 1. Someone entitled to make decisions from Afrihost side needs to contact me. 2. I should get refund for recent upgrade and service that I was overpaying for. 3. My WiFi account should commence from September the 1st as I agreed to and only be billed from then. Thank you for taking your time to read this. Kind Regards Felix Krops