Mweb / Vuma reach

I had requested an upgrade to my fibre line from 20/10 (R400) to 100/50 (R850). This was done on the 26th of october 2022, since my debit had already gone off on the 25th of october, I was told by a consultant that the upgrade would only take effect from my next debit date (25th november 2022). Due to service interruptions and network issues i then called in on the 17th of november to cancel the upgrade and i was assured that it was processed and that i would pay my normal fee of R400 in november. On the 25th of november however, i was debited R850 but my line speed remained as 20/10. I have been on the line for exactly 55min today, monday 28th of november. I have spoken to 6 consultants now and have been passed back and forth between sales and accounts. Im currently on hold while typing this complaint. I have been told by sales that the downgrade has been processed on their side and accounts need to follow up with the query. I have also been told by accounts that sales have yet to process my downgrade and they are unable to assist until the downgrade is processed by sales. I have been billed R850 (100/50 mpbs price) while my speed is still at 20/10 mbps. 1 hour later and im forced to cut the call and call back to start the back and forth all over again.

Ridwaan Douglas Vuma reach via MWeb