BAD CUSTOMER CARE

i was on a "Red Select" subscription . In September i received a call saying that Vodacom wanted to upgrade my package which would allow more minutes and data but would cost me less This would take effect from the 1st October 2018 I never checked the October account but checked the November account I found that the subscription has gone up from R 1,008 to R 1,311 plus i am being charged for something called Game Mines which i know nothing about I called the client centre and was given a ref A8-BCOP-VY20S i want to hear the recording when i accepted the new package I lodged the complaint on Tuesday 6th November and have had no reaction !!!! What kind of service is this ??>