Worst service from Herotel upgrade department

Herotel has the worst customer service that I have ever experienced. They absolutely never call back on any queries on an account. Customer service tickets are opened and not completed. The upgrade agent specifically has never once gotten back to me via my requested method. I have explained my query to various different staff members who are all very helpful, until it lands at the upgrade agent. ....and that's where the service stops completely. I have even resorted to driving the 30km to their local offices, only to be told that a ticket has been opened up for my request - that will land back again with the service agent. I have spoken to their office again this morning to report that our wifi was down, and then tried discussing my upgrade query with the staff member I had on the line. He then told me that he would make a note on my current ticket and then have the upgrade agent get back to me. I waited a couple of hours and then phoned the same staff member again. He said that there has been movement on my ticket that he can see, but that it has hit a dead end again with the upgrade agent in question. This has been ongoing for weeks and we are stuck with them as an ISP due to our remote location and lack of choice of service providers. I can honestly not recommend them as an ISP. I am sorry to say this as all staff members that I have communicated with in my home town in the Herotel office have been nothing but helpful.