UPGRADE DONE WITHOUT CONSENT

In my life never ever such audacity. Was contacted on 12 Nov 2021 for upgrade on my MTN contract. I told the lady that I am not interested in upgrade at this stage as I am uncertain if I will still be employed after Dec 2021. She kept on insisting that I must upgrade because the package that I am on, is not available anymore. I told her that they could migrate my contract, but under no circumstances must an upgrade be done as I cannot accept liability for a two year contract not knowing the situation with my employment. Finally, at the end of the conversation she said that she would not do the upgrade but could not migrate me and so my contract will just go on as it is currently. Low and behold, next day receive an email with congratulations for upgrading!!! I sent an email on 11/25 to find out what was going on. I just keep on getting emails back from Mondo saying that they are investigating and they will listing to the voice recording. Supp**** me with a reference nr RCO155793. It has now been 13 days that I have been waiting for them to listen to the recording and sort out and cancel the upgrade, but nothing has been done. Surely it cannot take so long to get a voice recording? They have the date and time on their system of the call. Customer Care cannot help me because it is with the Quality department and the quality department does now answer their phone when I try to contact them.