Pathetic service from WebAfrica

I put in a request to downgrade my fibre package on the 20th of May 2022, to date I have still not been assisted and I'm being billed incorrectly. The service through the Whatsapp line which is supposed to be "convenient and helpful" has proven to be even more pathetic than their call centre. Do I have to physically go to the offices to get assistance since I'm being sent from pillar to post. It seems as though the right hand doesn't know what the left hand is doing. How do I get this resolved?