fibre package upgrade

So I get an email that Vumatel took over the fibre infrastructure in my area but that I'll remain on the same package and price till my term is done. The email also said that I'll be able to upgrade or downgrade my package. That email was dated 19 August 2020. 21 August 2020 I decide to upgrade the package since afrihost website states that: "A Package Upgrade is immediate and you will be billed pro-rata from the moment you confirm the upgrade." Yes there is a notice that if it is done after the 15th it will only take effect the 1st of the following months but that means 15 days maximum.

3 days go by and I ask how long a package upgrade takes and the consultant on their whatsapp line says 72 hours. I wait until a full week goes by and send an email asking when it will take effect. I get a reply that the upgrade was selected on the 21st of August and thus will only take effect after 30 September 2020 (basically October).

So Afrihost is telling me it takes 40 days to do a package upgrade. (not 15 as per their website) Furthermore the debit order will only go off on the 1st and since the package on vumatel is R1497 and we are on a R1399 package afrihost states the extra R98 as credit, the pacage I want to upgrade to is R1497.

40 days to do an upgrade that their website states is immediate. Honestly that is shocking to say that we have to still pay for a product we selected to upgrade 10 days prior to when the debit order for the following month has gone off.