Account upgrade

I logged a complaint on 2022/11/26 but up to date my complaint has not been resolved, they upgraded my account without my consent and they keep on asking for affidavit to escalate my complaint. I just want to cancel the upgrade as I am unaware of it and they did the upgrade without my consent. I'm in rural areas I won't be able to go to the police station for an affidavit. If they contacted me before upgrading my account I wouldn't be complaining and I'm paying R305.00 for something that I never agreed on. Non of Cell C staff is willing to cancel what they did without my consent nor willing to hear my cry they are all greedy for my money. I even requested the recording as they keep on saying "our calls are recorded for security purposes and may be available upon your request" but they are failing to provide me with the recording l, they are saying they contacted me on 2022-Nov-04 ofwhich they never did they are lying and now they do not want to provide me with the recording because they know very well that they never contacted me.