Service levels gone to the dogs

I've been a customer for a few years. Now that I need assistance I am unable to reach them via support mails or call centre. I was charged for a fibre upgrade, but have not been updated with the speed. When you eventually get through they promise to call you back but never do. I've spoken to numerous agents and a manager named Ricardo, who is mia as well.

I just want a refund and my line released so I can move to a provider that is keen to help. That's not even possible with WebAfrica.