Money taken and no upgrade received

I upgraded my fiber line on the 16th of March to a 50/50 line, The money was deducted from my account the same day and I have yet to receive my upgrade. I have phoned 5 times and the issue has still not been sorted out. They keep telling me that the upgrade has not been done by Vumatel. I have emailed them and gotten no reply and tried to contact them via Whatsapp with no success. Very poor service from WebAfrica.