CONTRACT RENEWAL WITHOUT MY CONSENT + NO ANSWER

I have never in my life been so appalled with bad service as I was with when I visited the Telkom store in Overport .I had phoned in advance to other Telkom stores to find out the requirements for my upgrade and whether they have stock. I was informed that the only thing I needed was my ID and renewal fee and that Overport has stock. Upon arriving at Telkom store on a Saturday (18/04/2015) I find a long line and only one consultant at work. and 4 empty desks. When it was my turn Prudence assisted me in a very poor manner. She ate while assisting me and spoke to other customers who where still behind me. After filling out my renewal she informs me I need 3 months bank statement, ID, proof of address, and 3 months payslip. I told her no other Telkom asks for these documents as its a renewal and I was not prepared to get them for her as I was informed previously they were not necessary.I told her please cancel the renewal and I will get it else where. Today ,22 April 2015 I receive a sms thanking me for my upgrade from telkom. She doesn't know her job or the products she sells. I have a renewal I said to cancel. She refuses to talk to me over the phone and says theres no manager