We don't care about the client Just the money!!!!

The for the past time (months) my brother has a Massive bill of over R2000. He is currently on a Talk R240 package which is R430pm. To my knowledge as I have worked for Autopage is that n monitor the customers, for example if he is using 600 minutes consistently then shouldn't he be made aware and offered a higher package that will suit his needs and Save him money??? It seems as Customer Service has Really gone Down the Drain with Vodacom.