Poor Service

I requested an upgraded to a 50/5 package in July 2020 and on 01 August 2020 the debit was processed for the new package. I did a few speedtests (as I was only getting 20/2) and then contacted the support desk whom confirmed that I had been upgraded on the system and that I need to send them a few speedtests. Thats when all meaningful responses from Cool Ideas stopped. On 03 August 2020 I sent them an email about poor service and then followed up as to what is the cancellation process and whether a cancellation for end of August was possible. Of these two emails, it was only the cancellation email that was responded to and then to, they advised me as they have effected the cancellation on the system for end of August. As at the time of this message Cool Ideas have yet to rectify the problem of the line speed nor respond as to what is going on. It seems that in this scenario, their most efficient unit is their cancellations departments.