Formal Complaint: Breach of Service Level & Unprofessional Conduct

I've been contacting your customer service for 2 days now, and last week I upgraded my package to a 40mps package, yet I'm still receiving low internet speeds , maximum is 5mps Today a agent on WhatsApp called Mbali supposed to assist me. The wifi then was fixed for a minute and went back to 5mps, I then asked for a refund because I'm not getting what I paid for and she screamed at me in full Capital letters and exclamation marks (!) in a condescending manner This violates the ISPA Code of Conduct. It Explicitly mention that if I were "shouted at in caps" by support. This violates the ISPA Code of Conduct, which Webafrica is bound by. I'm requesting a pro-rata credit for the months I didn't receive full speed and a waiver of any cancellation fees due to their failure to provide the service If not I'm gonna have to take this further and lodge a mediation request with the ISPA to report this incident. Contact details : *** I already emailed complaints