Need feedback and issue resolution so i can go home

Hello WebAfrica …It has been months now that we have been paying for an upgraded line service that we are not getting. This means that despite our package price increasing from a 20/2 line to a 20/20 line, we are still getting slow internet. How can I do my at-home work if I’m not getting the service speed i am needing? I’m stuck in Durban because my WIFI in Joburg prevents me from doing my job. I have spent multiple hours on your whatsapp app, talking to chatbots and people that cut me off with no real solution taking place. This is not working. I have tried to get hold of people via your sales number, and your salespeople don’t call me back to solve this issue once and for all. WebAfrica, I am posting this on Facebook because I feel like after wasting hours of MY OWN airtime I have had NO resolution from your team - whose different agents keep offering me different promises. Why am I still struggling for something that is NOT WORKING. This is a paid-for service, so it is your job to help me to sort this out. Not the other way around. I am on the verge of re-cancelling my WebAfrica package. I cancelled it and then uncancelled it because your salesperson (Ms Rudolph) promised to upgrade the line immediately and pay me my money back after clearing it with the manager on duty, as well as email me the outcome. That was last week- with nothing, no upgrade, no refund. I phoned today but was told to leave a message. This is now my social media message because I’m desperate. If anyone can help me from your team. Please help. I don’t know what more to do but I would appreciate you calling me back, returning my money and upgrading my line so I can go back home. Julie

Additional comments

This was after three months of no internet as the ‘upgrade’ caused an error with our internet configuration. I could not stay at the house during lockdown because I couldn’t work from home. And I had to call and WhatsApp and email so many times to have this fixed. I have a whole document written out with all the interactions, it was so bad.