Webafrica is useless!

i've been with Webafrica since Oct 2017 when i ordered a 20/20 line. it was installed and everything was great. i moved to new address in about July 2018 and requested a re-installation. which they did. my connection worked well until about June 2019 when i started having major connectivity, availability and quality issues. this is when i started experiencing my biggest frustration. calling the service centre means at least 1 hour on the phone troubleshooting. sending online ticket is useless, it goes unanswered for days and you get an email saying its closed. this went on until last week when i decided to cancel after a ticket to replace router was ignored for more than 10 days. now i discover they change my line to 20/2 without my consent and now they want to up-sell me a higher speed line and they refuse to give me my original order of 20/20. their Rene in retensions is just interested in keeping me and ignoring all my issues. now they are refusing to give me a release form so i can move to a new ISP. i feel cheated.