Not getting what paid for.

I contacted Mweb to cancel my subscription about a week ago as I could get a better deal with another isp. The person asked if i would stay with them if they give me a better deal. I agreed to it and my line speed was supposed to be upgraded and my technical query would be sorted out. Well I got an e-mail from them saying that i was now on capped package but line speed still the old speed, this was not what i agreed to. As for my tech problem. it feel like its getting worse and not better. I have had numerous problems with mweb since i signed up. Always hassle to get hold of tech department and then to get problem sorted. This is not my first complaint on hellopeter . Why do we always have to go this route to get service sorted out.