Upgraded to contract without my consent

I received an sms sating that I have been upgraded to contract package.

I called and asked for call recording where I agreed to the contract package and till today I'm still waiting.

Saturday on the 27th I wanted to make a call where I was stranded I couldn't make one. I spoke to 4 different consultants and 4 hours later Lucia was able to assist and I was able to make a call.

Can someone please get back to me regarding my contract or I'm taking this up with the ombudsman how can I be upgraded without my knowledge I don't even know my contract package