Inadequate explanation of billing and terrible customer service

Extremely disappointed with Mweb and their handling of customer queries. I requested an explanation regarding my billing. Fee's were increased in December 2023 for a 50/25mbps product I was on. I recently received another mail stating that the price was being increased again and that I would enjoy a speed increase, however there is no speed increase since the product still reflects as 50/25mbps.

I raised the query twice and both times the query was closed stating that I received my speed increase in December and only paying for the increase fees from now. This is incorrect as I have been on a 50/25mbps line prior to December.

Furthermore the Mweb team closes my queries and marks it as resolved even though the client may not feel the same way and the app does not give the client the ability to respond or action anything further on the query once closed.