Paying for a service we have not been provided.

I paid for an increase in speed on our line towards the end of October 2022 and to date we do not have the speed but we are being charged for this. I have been advised that a credit note would be passed by billing, I took this up with the accounts team which are unaware of this. On a 1000/200 mbps line I am currently getting 25MB because a technician needs to come out and install a new line to handle the service. 'Our fault has exceeded the standard SLA and our request has been escalated' as of 2 weeks ago with no resolution or further contact from webafrica.

I would like a representative to call me instead of being passed to multiple agents on WhatsApp who have no idea how to progress this request and keep closing the ticket.