Latency and package upgrade.

I called Mweb Technical Support because I was experiencing latency and high pings and the couldn’t resolve my issues. I then opted to upgrade my package and I was then transferred to sales team. I told the associate my issue and asked for available packages and she wasn’t sure about them. I then asked for the manager and they were not available. She then promised to call me the following day (25/10/2023), which she did, confirmed the packages. I then opted for 40/20mb, which I then asked her a question. What I still experience the same issue after upgrading, do I pay the difference or full amount to change the another package. She couldn’t answer my question and I then ask for a manager and no manager was available. She promised to call me during the course of the day, which she didn’t. I woke up today (26/10/2023) to a charge of the old package. I called to find out how can we resolve this situation because I can’t use the same package I’m on. I asked for a manager again and I waited for over 2hrs on hold for a manager. To tell me my package wouldn’t have changed anyway. I then told her I’m on a month to month package and allows me to change it anytime. She then told me she can change my package to 100/50mb if I’m willing to pay the full amount. I told her they can debit the the difference and I won’t pay the full amount, because it’s not my fault. I called on time to makes changes. I asked to speak with her manager since she couldn’t resolve my issue and she promised me her manager will call me. Till now, still waiting for a call!!! They’re spending time on queries they could have solved them on the first day. The managers are always unavailable, what kind of company does that!!!!!