Poor service from Afrihost

I would like to express the bad service I received from Afrihost Vuma. I upgraded my fibre package in May 2025, and at the end of May 2025, I went into the Afrihost portal and downgraded my package. The next month, I saw that my premium amount had not changed, so I contacted Afrihost via their WhatsApp channel. The agents kept promising me that they had escalated the matter for the downgrade to take place, but until last week, no downgrade had occurred. I contacted Afrihost and spoke to a manager named Thato. He advised that he would investigate the matter and get back to me, but he didn’t. I then went back to the WhatsApp number and requested a manager to call me back, but no one contacted me regarding my complaint. I called again today, and the manager was still not available. Afrihost’s communication is poor, and they have *********** managers who lie to avoid dealing with the problem. I need my refund and my downgrade to be app**** for the past three months, or else I will be taking Afrihost to the Ombudsman.