Billed for fibre upgrade that was never delivered (Axxess / Frogfoot)

I requested a fibre speed upgrade with Axxess on 23 December, upgrading from 60/30 to 240/240 on a Frogfoot Networks line.

Despite the request being submitted well in advance, the upgrade was not app****.

On 8 January, while at work, I received a notification from Axxess indicating an outstanding balance. Upon logging into the app, I saw that the upgrade had been marked as completed and my profile reflected 240/240. I proceeded to make payment for the upgrade.

When I got home and tested the connection, my line speed was still capped at 60/30, confirming that the upgraded service was never provisioned on the Frogfoot network, despite billing being activated.

I contacted Axxess support to report this issue. Unfortunately:

No fault or ticket number was provided

The agent stated they were unsure whether the issue could be resolved or refunded

The call was ended with “that’s all I can do from my side”

This leaves me in a situation where I have been billed for a service that was never delivered, with no formal support ticket or resolution path provided.

I am requesting one of the following:

Immediate reprovisioning of the fibre line to the correct 240/240 speed, or

A full refund of the upgrade charge, as the upgraded service was never delivered

Being billing for an undelivered service and no ticket number to trace a fault is unacceptable.

I trust Axxess management will review this matter urgently and provide a proper resolution.