Contract upgraded without me doing so

Received a phone call from customer cared about 3 times in the last two weeks from someone that has been trying to upgrade my contract. Today i receive an sms and email that the contract has been upgraded successfully. So i phone customer care to find out how is this possible as my account was supposedly blocked from being upgraded(Per my request) ! Agent tells me i need to go to a store and that's all he can tell me , how useless. I don't have time to drive to a store to sort out your companies incompetence, i want to know how this has still been upgraded without me even doing anything and how i can cancel this **** contract !