No resolution after 3 months

At the end of September I requested an upgrade of my service to commence on 1 Oct 2017. Now it is 3 January 2018 and after numerous emails, calls and queries logged, I still have not got my upgrade (from 20/2 capped to 20/20 uncapped) although I'm being billed for the new package as agreed. I don't know what to do anymore. I have uncapped, but the main thing I wanted was the 20 upload speed. Nobody seems to take this seriously and follow up on it meaningfully with me. I give up. I even tried to cancel my upgrade and rather revert to the prior package but even that has failed.