Upgrade without permission

My sister called in middle June to enquire about an upgrade. She informed the agent that she does not want the upgrade she will get back to the agent. Today on the invoice, the upgrade was completed, without her permission. When calling in you get send from one department to another. And now they say someone will call back in 24 hours.

Why should she run around and short their mess out? This also affects her bureau score.

This should be shorted out before the payment on the 01 July 2019 as it is not her fault the consultant did not listen and only wanted to make a sale.