UPGRADE FEE NOT DISCLOSED

After my boyfriend lost his phone early Feb he approached Telkom for an upgrade as he was eligible for one. he was advised that the phone is R 550.00 per month and received the phone on the same day. At the end of Feb he was billed R 980.00 (R 360 for the router and the rest for the Z5 compact) - he left this as it was only R 70 over the agreed amount. At the end of March his Bill was R 1360.00( R 360 for the router and R 1000 for the phone). He called in and was advised to go to the store where he upgraded. He went to Telkom Cape Town CBD and was advised that the additional R 450.00 was a once off upgrade fee. Its amazing how he was never advised of this when signing because then he might as well have gone to MTN. I also don't see why he has to be charged an upgrade fee when he was advised he was eligible for an upgrade. Needless to say I will be approaching ICASA as this is a clear infringement and theft. The upgrade fee was never disclosed.