The "Upgrade" that did not happen

On Friday 25 August 2017 I received a call from an MTN Service Agent informing me that my subscription would be reduced and that I would have a new SIM Card delivered to my workplace . Very keen to give me an upgrade, and advising me on Samsung Terms and Conditions. I on several occasions advised that I would check the website myself and do this in my own time. Monday 28 August 2017, I have received sms messages that I have successfully upgraded my and there was a 20gb data bundle involved. Tuesday 29 August 2017, I contact MTN, after doing the whole security verification check and informing the consultant that I indeed did NOT request an upgrade, I was advised that I need to do an Affidavit which will take between 24 - and 72 hours to process and can take up to 21 days to reverse, if it is indeed ***** ???? Really, after I've gone through all the security checks to verify who I am, I must wait this long to and have costs deducted from my bank account which I did not incur, which if of course necessary. How does an agent in KZN get to upgrade a client based in Gauteng, without a signature ???? I checked my phone and the data useage still is per my original contract ??? When I asked how this could happen, "***** is everywhere" lovely, that seriously warms my heart. Extremely annoyed !!!!