Contract upgraded without authorisation/permission

On Friday, 14 August 2020, at about 14H54 I called into the Vodacom Contract Cancellations Department. The reason for my call was to obtain a premature contract cancellation quotation. I spoke to one of their consultants (I think he introduced himself as Thabiso-Vodacom can verify this from their records). He right from the onset asked if I speak Sesotho, isiZulu and the like. I said I speak Setswana.

So I proceeded to explain the reason for call (quotation for premature contract cancellation). His response to me was that under COVID-19 "things" will start to go up with regard to prices so that the economy can be revived.

Ultimately he said to me he can review my contract and thereby see by how much he can reduced my contract repayment fees. I indicated that it is a positive development since I will be saving. No mention of a contract upgrade was made ( I challenge Vodacom to listen to the conversation if in doubt). He said he will also load a once-off 20GB to one of my numbers and 500MB to the other number.

Once our conversation was done I checked my messages. To my surprise two of my numbers' contract were upgraded. I immediately called the Cancellations Department again to explain my displeasure. Understandably, the consultant I spoke to this time said he could not reverse the amendment to my contract. He promised to escalate the matter to the supervisor and Thabiso. He later on called Thabiso to the phone. I indicated to him again that I did not ask for any contract upgrades. He again wanted to explain about the economy and price increases. I said to him I am not interested and that he must reverse the changes made to my contracts which he promised to do. It is not done as promised.

My main issue is why did he use tricks on me so that he ended up upgrading my contract without authorisation from me? Please correct this mess caused by your ************ employee?