Renewed contract with no verbal agreement

i received a call last week about renewing my contract. i asked about the offers and told the agent to call me as i think about it. in the same week i decided to go to the store to renew my other contract and was told that one of my contracts have been renewed already. i sat in the store call CS and all i was told that they will be reversing it but i need to get an affidavit and email this to them before anything can be sorted out. i was also charged extra because the agent i spoke to renewed my contract for a sim only deal without my permission. i want this to be sorted out today or i will be taking it further......