Bad client service /contract cancelation

I was at one of your Express Stores in wonderpark on 17/05/2019... I was there to upgrade my cellphone contract and the agent that was assisting me, by the name of Virginia Chiro, deliberately did a NEW CONTRACT WITHOUT MY CONSENT, I realized what she was doing when she wanted to give a new simcard, as I know that you don't get a new simcard when you upgrade... She told me that I'll be charged a cancelation fee, she then **** and said that she wasn't aware that I'm due for an upgrade even though it clearly shows on her system. She did not apologize nor did she even attempt to resolve her mistake.