Misleading ISP

I've canceled my services with Mweb on the 01/12 with the intention of finding a cheaper ISP because they've increased their prices yet the network is so unstable. On the 07/12, I was called by a consultant saying that they will cancel the increase for the next 12 months provided I don't cancel which I accepted. He said he will sent a confirmation email regarding the new arrangement. To date, 3 weeks later, still no email. I've logged a query on the app, no response, I keep calling but no one ever answers the phones. The increased amount is still reflecting on the app due for deduction on the 01/01 even though it's not meant to increase. The service from Mweb just went down a hell hole. I'm better off with finding a new ISP