Pathetic service from Vox, they just don't care.

I upgraded my 10/2 fibre to the home package with Vox to a 10/10 package on 29/05/2020. At that time the package was R719 per month. Vox later adjusted the package price to R699 per month and did not adjust my monthly debit order accordingly. When the package was automatically upgraded to a 20/10 package on 01/07/2021, I see I am still being charged R719 per month. I logged a ticket (VOX***5) on 01/07/21 and no one at Vox has bothered to come back to me. I called yesterday as was assured by Jennifer that the person who had my ticket number, Givan, would call me back as soon as he was finished speaking with a client. He never did. Vox's service levels are atrocious. I demand that my debit order be corrected & that I be refunded for all the months in question. At best this behavior from Vox is pure incompetence and at worst basic theft. If this matter is not quickly resolved, I will be opening a case at the SAPS.