Afrihost increases fibre package without ensuring proper notification and consent from client

Been an Afrihost client for over a decade. Their customer service has always been good. Recently, they have started their underhanded marketing tactics that borders on ******* under the consumer protection act. I opted in for a trial period for their 1000Mbps/500Mbps service from my usual 1000Mbps/250Mbps service. After the trial period ended, I wanted to opt out and called the call centre because I noticed no remarkable difference in the service. The Afrihost service agent told me that they extending the trial period under a 'Black Friday' deal. I should stay as is. They were also going to send Vumatel to check if there is perhaps an issue with my fibre line.

December 2025, I checked my invoice for the month of January 2026. I notice that the 1000Mbps/500Mbps service has now increased by almost R1000. I tried to downgrade to the 1000Mbps/250Mbps, but the app shows that the service downgrade will only take effect 31 January 2026. I called the call centre and explained that it does not make sense for me to pay almost R1000 extra for an additional 250Mbps upload speed that I can't experience on my fibre line. They explained that the invoice has already been generated and I can't opt out. I asked if they can downgrade and then just keep the reduced cost as a credit on my account, thus not complicating their billing. They rep**** no. I asked if they could escalate...the call agent rep**** no. She keeps talking about an email that was sent that communicated the trial period would end. The email was never received on my end. Might even have gone to spam. Point is that this kind of business practice is underhanded. The first opportunity I had to query the price increase was when I saw the invoice for a service which was not even delivered yet. I will be opening a case at the consumer commission. It is just sad that logic could not have resolved this amicably.