Worst communication

I have 2 contract lines with in November I upgraded 1 line with Oppo and the consultant said the phone will come out with headphones/earpods but when delivered only a headsets was received. Logged a call and the last call received was that it was a mistake and they will credit my account to this day no response.

Then December instead of delivering headphones/earpods they upgraded my 2nd line without my permission, then logged another call for them to come collect the Oppo phone and reverse the upgrade its been a month and have not received feedback. I have been debited for both contracted and the phone was collected on the 30th December 2022 but people are sitting with queries and not fixing their errors now I have to pay for something I did not agree too. The last lady I spoke too I told her that this is ***** because they did a financial inquiry for the 2nd line without my permission and she just said sorry.