Never get a tracker from Matrix they are impossible and useless on communication

Good day, I have been trying to sort out the query for the upgrade I didn't give permission for since September 2024, No one comes back to me nor reply to my emails. I didnt ask for an upgrade and I am paying for something i dont have. I tried to cancel and the cancellation is almost 5k for something I did not request. The recordings clearly states that I did not request the upgrade and now I am left with a financial defacit and they dont care. Over and above they have given my whereabouts to my brother in law without even asking me