Feedback and app tools that don't work

I increased my line speed via the app and it should have taken effect after midnight but did not. I waited 14 hours and emailed got an automatic response saying they would contact me ASAP. 3 days later I'm still waiting. They are understaffed and streach to the limit. You hang on for a minimum of 20 minutes and then also sometimes get cut off while holding. I've spent over R150 in airtime calling them. Their callers get priority and email and SMS queries come much lower in the chain of priority I've sent 7 emails about the same queiry and I've heard nothing back. World class internet my hat. My line speed has also dropped dramatically which I have also sent a query about and I have not heard back. Their option on their app to test and diagnose your own line does not work it constantly has an OOPS error message. They have won awards for this service just imagine how bad every other ISP is if this is a winning standard. Seriously considering going to another ISP if this does not all get sorted soon!