Incorrect billing on Invoice/Billing dispute and appalling customer service from chat support

Incorrect billing, billing dispute. I have been a customer with Webafrica for years and was on a 300/150mbps Uncapped Openserve Fibre package in which had price increases 4 times in one year last but yet I still stayed with the company being a loyal customer, then I received an email with yet another price increase first week of February 2026 in which was becoming way too expensive for me to keep up with, so reached out on the 13th February 2026 to one of Webafricas chat support agents on WhatsApp since they don't really have any other communication channels to speak to anyone directly for a while now. Got through to an agent named Pricilla Mokgaotsi in which I explained that with the continuous price increases, I am unable to keep up with, I am considering moving to another ISP, in which I was told that I qualify to downgrade my package with still getting a suitable speed to work from home but at a lower price, she sent me a screenshot of options that would still be with Openserve and I agreed on a 200/200mbps Uncapped Fibre line for R1069, she told me that my current package which I paid for the month already will remain and new downgraded package will only be effective from 1st March 2026, but shortly after she processed the downgrade I received an sms showing my new line speed will be active within 24/48hrs and I still asked her on the chat, and mentioned to her that I received that sms and if she is sure that this new package will only take effect on 1 March 2026 and she said ignore the sms, it's system generated but new package will only take effect in the new month. Two days later I get an email and sms stating that my new 200/200mbps package is active, so even though my line speed had changed in the middle of the month and I had paid full for a higher speed package, I left it as I didn't want any other mess ups to take place. For some reason, I felt uneasy about this and decided to check today 26th February 2026 on My Customer zone account profile Webafrica site and saw my new invoice reflecting for March 2026 with an amount due being R1139 instead of R1069 as I was told and screenshot sent to me with price I will be paying for the month of March 2026. I reached out on the same WhatsApp channel following the prompts and selected billing query and got through to a support agent named Pumeza P, I explained on the chat that I had contact with an agent on the 13th in which I was given a downgraded package with a lower amount and was surprised that when I logged into the customer zone and viewed the latest invoice had a higher amount, after me explaining my situation, Pumeza provided the most appalling service ever received as she clearly did not read and acknowledge that I am disputing the amount and all had mentioned to her that I have screenshots of the chat and the amount that I was going to pay in March, what did she do, she sends me a screenshot of my new invoice amount being R1139 which is what I already saw on the customer zone site instead of trying to fix the billing error by escalating to someone that can fix the problem, all she says in the chat is I understand your concern, so my response to her was, how can you get this fixed or sorted out and then she leaves me hanging for more than 10minutes with no response, so I send a message asking if she was still there and if you can't deal with query to please escalate to her Team Leader in which she responds back with message putting me through to another agent when that was not what I asked her to do, all I want is for my incorrect billing on invoice to be fixed but I had no idea that she was keeping the chat hanging with no response since it was actually almost time for the chat service to close for the day until I got an automated message showing being transferred to an agent for support and seconds later showing that chat lines are closed. I even mentioned in the chat that if she transfers me to another chat agent, I would need to explain my whole story again from the beginning and if she could escalate to her Team Lead rather if they are capable of rather getting this sorted out but clearly she was just waiting for knock off time to end her day. My problem is still unresolved after being on a chat service for more than 30minutes with no solution or empathy. This is not the first time that I have received such poor service from Webafricas chat support, it's more like these chats aren't monitored for quality and training purposes and does not get quality assessed so these chat agents don't care about customer queries and whether customers get helped and solutions provided. Webafrica are we customers paying such high bills for service that gets know attention when help is needed? What are you paying staff for if this is the type of service they are providing to us customers. They have no empathy towards customers and it's more like they doing us a favour by responding with 1 or 2 word responses which does not even relate to the actual query. I want answers and feedback on what are the steps that need to be taken to get my issue resolved, not agents that don't take accountability and listen to what the problem is.