Angry & disappointed at Telkom

Two of my telkom numbers we're due for an upgrade which I opted not to upgrade, last week friday morning I noticed that my sim card was not working I assumed that it was a network problem, I called telkom regarding this issue and I was advised to go to a telkom store a sim swap, Saturday I went to get a sim swap and to inquire about the upgrades only to find out that an upgrade had been done on my name/account with expensive packages that I could not afford which I was not aware nor gave consent to, the devices that were upgraded did not come to me, which the matter was regarded as a ***** issue. How possible is it for someone to commit ***** while Telkom has verification process, I am very disappointed and angry with Telkom to the extent of taking my business elsewhere