********** contract upgrade

On the 31st August 2017 I received an email for a quotation for an upgrade on my contract. I called Vodacom on the 1st of September to inform them that I had not requested an upgrade and that my intention was to close the account, I had been waiting for the contract duration to lapse and change to prepaid. The call centre agent informed that I had actually upgraded my contract and collected the phone on the said day at Brooklyn Vodacom 4U.

I informed here that I had done no such thing and that this was incorrect information.

I proceeded to the Vodacom 4U branch in Brooklyn and enquired about the contract. I was then given a copy of the upgrade contract that had a **** ID copy.

The details on the ID copy were mine except for the picture and issue date, which were both wrong. I was also informed that there was a sim swap done on my number before all this. HOW?

On the same day, the said person had a new contract approved in my name for a MacBook pro at Incredible Connections in Menlyn maine branch? HOW? The only reason why this was brought to my attention is that I was at the Vodacom shop when this was taking place and was able to stop it. The other reason is that there was no stock at the branch?

How can it be so easy when Vodacom for real people is so strict to offer them new contracts but things like these happen so easily? too easily?

What I do not understand is 1. How does Vodacom upgrade a contract with a mere copy of an ID and not ensuring that the upgrade is being done by the actual owner of the account? 2. How is a sim swap done on a number that belongs to someone else and Vodacom does not pick this up? 3. This is not the first time something like this happens at this Brooklyn branch, yet they are still open and in business. 4. Why is the process of cancelling the ********** contract so long and cumbersome when it is clear that the upgrade was done on **** documents? 5. Why are the store consultants involved in these upgrades not dealt with. 6. Vodacom is a certified financial services provider that does not conform to the requirements before awarding a credit contract? HOW

As a consumer I feel utterly violated and unsafe in a world that is so strict when offering financial services yet such things happen.

I need this to be resolved and I need to have a clear way of how to stop this from Vodacom.