Upgrade from 10/10 mbps to 20/20 mbps. Service what service?

Send request to upgrade from 10/10 mbps to 20/20 mbps on 13 June. Ever since having technical problems. Send me an invoice on 22 June for R188. 00 pro rata fee charged as the service kicked in. Still no service. I phoned them 3 times in this week. Still nothing resolved. Also still waiting for them to phone me back since Tuesday, 23 June after I phoned twice again. Phoned them today, 27 June @10h30 was told it shows on there side its changed to 20/20 mbps. Did a speed test both less than 10mbps.said can only help me on Monday. What a joke.