Bad customer care

Very disappointed with the level of service you receive when trying to resolve unknown cost's added to your account. The agent at customer care could not inform me where this is stipulated in the contract and merely said that this is the new monthly amount. I informed him this is unacceptable after which he transferred me to another department. The other agent made a stupid comment saying maybe I phoned in and requested this item to be added to the monthly account (I almost went off my rocker). I made it clear, if at any stage I agreed to this deduction whether by phone, email or signed contract, I will have no problem paying that amount, all l ask is please send me the proof. The agent promised to phone me back and when asked approximately when, he said in the next 10 minutes. It's a day later and no response