Vox is anything but "Leading"

Dealing with Vox over the last 18 months has been frustrating to say the least. Now that the Covid excuse is here, it is 10 times worse. On December 29, 2020 I upgraded my line from 10/2 to 20/2. By 10 January I had given up on the excuses that I had received from several calls to Vox and cancelled the upgrade. Suddenly I was advised that the upgrade was effective and that there would be a pro rata charge for the current month. This was after I insisted that I receive confirmation of my cancellation which I received from Werner and also on a follow up call to Vox. I then decided to cancel everything with Vox; the cancellation was confirmed by email and then followed up by a bill for early cancellation of the 20/2 service. I again called Vox and after holding on the phone for a long time I was advised that the cancellation charge would be waived. Then came the bill for the next month, which had me billed for the 20/2 line as well as the pro rata amount for January. Here is the beauty of this deal, I still only have a 10/2 service. I have tried through several calls to speak to Jonathan who is the account manager; everyone I talk to promises to get him to call me, but he never does. Today after another lengthy call, I asked for his boss, who was also in a meeting. I am done with Vox and just want this nightmare to be over.