Poor service

I moved to M-Web in 2022 and started off on a 50up/50down fiber line. In June 2022 I upgraded to 200/200 line. Every time I do a speed test it's never more than 30Mbps yet I've been paying for 200/200 line. I've complained on numerous occasions and nothing was done. I phoned on 12/01/2023 to downgrade back to 50/50 as I do not see why I have to pay all this money and don't have the service. The person I spoke to said it will bed one and should take about a week. If I check on my app it still shows 200/200 line. I've phoned twice last week and again on Friday and waited for 22 minutes for someone to tell me they are waiting for Vodacom and that he will get in touch with them and phone me back the same day to give me feedback. Still waiting for the call. I am a M-Web client and whatever happens between them and Vodacom should not affect me or the service I pay for.