Smart Office Connection KZN badly managed, 28% increases in your service contract!

I rented a printer from Daisy KZN which uses Smart Office Connection (SOX) as their servicing hub for their clients. Less than a year into my contract I contacted SOX as they had not once called my office to get my prints usage and I was concerned of ending up with a big bill after my free prints ran out. They started calling randomly. I queried the prints as their "records" showed a sudden 2000 print increase on my colour prints one month. Tony Perumal called me to explain their process and then in conversation mentions a 15% increase on my servicing costs as at my rental anniversary. When my bill came there was a 28% increase on my servicing costs over the last year. I queried the increase and was told there is local increase of 15% and a global increase of 12.98%. This was at no point communicated. The bill that was sent to me was incorrect as it did not take into consideration my "built in" prints on my contract. After numerous emails and phone calls to SOX I still do not have the correct bill. Had I not contacted them to start taking note of my prints they would not have billed me which would have resulted in a massive bill being handed to me at the end of the term / or when they woke up to the fact that they had not been billing me for my prints. Whilst we stare down the barrel of a recession I wonder how businesses that are so badly run can stay in business. Is it by slapping almost 30% increases on their clients bills, rather than by billing everyone correctly? I am certain I am not the only client they are not communicating with and billing correctly. I practically have to beg them to be fair and to bill me timeously and correctly monthly and after 2 months of correspondence - I still do not have the correct bill. Tony Perumal promised he would put our conversation in writing in which he advised me my annual increase was 15%, not only did he not confirm our conversation in writing, he then came back with a 28% increase on my billing. I have asked Daisy if I am able to deal with someone else because this kind of incompetence and lack of integrity should not be rewarded with my business. I am unfortunately locked in an awful contract that I cannot get out of for another 4 years - apparently in my contract in size 6 font!! So when you look at renting a machine - the rental contract is one thing - the servicing contract is another. If your machine is "serviced" by SOX, I would look for another rental provider that uses someone with integrity to service their clients.