Offering services they cannot provide or support

Its been 6 weeks since I've had an issue with one of their offerings with no feedback on the escalations to vodacom. When I initially took on the 5G package the lady mentioned I could get a refund if service rendered isnt satisfactory. I am stuck on less than 2MPbs on the voda 5G package with logged issues since the beginning. Support team is really useless and technical support have tried to assist but have failed as I am still sitting with no connectivity issue .I require a refund as I have been charged whilst I cannot make proper use of the service and using another provider for connectivity. Always promises of getting back to me but no service or calls with a resolution. The bare minimum i request is a cancellation of service and refund