Worst service ever

Worst ISP experience one could imagine! After taking more than 3 months to activate the line (despite being told the SLA is 4-6weeks), I now have only 79Mbps speed while being charged for a 400Mbps line. Having logged a ticket 3 weeks ago, no one gets in contact and I am told the ticket is escalated to 2nd line. Am at wits end, I believe I can take my complaint to ICASA which I shall be doing if possible!