Fibre upgrade and cancellation issue with Afrihost

After being with Afrihost for over 7 years I've been forced to move on. After speaking, chatting and emailing back and forth over the last few months Afrihost has been unable to help fix my fibre speed issues and unwilling to help speed along my cancellation so I can use a different ISP.

Here goes the hurdles I've jumped through over the last few months:

2020-02-18 - Changed my Fibre package from 20/20 (thats 20 downstream and 20 upstream) to 50/5 (thats 50 downstream and 5 upstream) 2020-03-06 - My Speedtest via the ONT showed around 15/13. Spoke to Ziphozihle B on Whatsapp and confirmed "I can see the fibre shows 50mbps on our end and 20mbps on Frogfoot. I have requested my supervisor to help with this. I am sorry for the inconvenience." and "We will request accounts to credit the difference." 2020-03-10 - Spoke to Sibonga on Whatsapp and she confirmed the problem had been fixed. I was now getting 5/5. Not 50/5, but rather 5/5. 2020-03-16 - Around this day i change my package back to 20/20 but Hombile on Whatsapp confirmed package changes happen at the end of the month. I cancelled the package change and rather try again troubleshoot this with Afrihost. I spoke to Sibonga on Whatsapp and the issue was escalated to Frogfoot. 2020-03-18 - Spoke to Dikeledi M on Whatsapp and he had to find the internal ticket by asking another agent who logged the fault (this is process failure). Got reconnected to Lesego and he confirmed no update on the ticket and he reported the fault again to Frogfoot ([FF #544502]) 2020-03-20 Spoke Ricky on Whatsapp. He said he contacted the agent that logged the ticket and they'd get back to me. Suggested I call in to the call centre. 2020-03-24 Called into Afrihost and was on hold for 84 minutes. After being connected to the agent, and gave him 2 different cell phone numbers to call me back on incase we got disconnected, he began troubleshooting. He asked to power off the fibre ONT on my side and let me continue troubleshooting, we then got disconnected. I waited 15 minutes and after trying both cellphones calling each other, I never received a call back from Afrihost.

At this point I was out of options.

2020-03-24 Apply for Fibre at Cool Ideas and cancel Afrihost fibre. 2020-03-30 Larry S on Whatsapp confirmed my Afrihost fibre would be released on the 1st April. It wasn't. 2020-04-01 After the automatic Frogfoot double fibre speed deal I was now getting around 100/100 though not waiting around for another support nightmare. 2020-04-14 Spoke with Sinah K on Whatsapp about fibre release and she said to email ***. No offer was made at this point to make my life easier. Just more hurdles, I then emailed ***. 2020-04-25 Emailed *** ([#SBN-***7]) with all the above information over the last few months and received only "Unfortunately, we are unable to cancellation immediately, but cancellation requested on 2020-03-24, effective on 2020-05-01"

Please:

* Release my fibre ASAP as there is "no cancellation via ISP portal" reported by Cool Ideas so I can switch over. * Refund the difference as agreed upon on "2020-03-06" on Whatsapp for fibre speeds 20/20 and 50/5.