No response by designated manager

We have been dealing with our allocated Neotel contact person (John Mendillo ). After checking on Neotels website, we realised that we are paying a higer price for a lower speed.

After taking this up with John, he said that we can upgrade our speed at no cost (after having paid a higher price for quite a while). We asked John what the process is to upgrade an received no response.

Additionally, we asked John for our contract anniversiary date. The date which we were told was incorrect. We would like to confirm the actual contract anniversary date so we can review Neotel.

A response and a resolution would be great and surprising.