Mis selling

I am writing to formally lodge a complaint regarding mis‑selling and unauthorized changes made to my account by one of your agents, Ntombikayise Penelope from the Cancellations Department. During our call, she advised me not to close my contract and instead keep it open by taking airtime valued at R90, but she clearly stated that I would only pay R49. She also informed me that I would receive a message to confirm the new terms, or that someone would call me to finalize the agreement. None of this happened. Instead, I received an email stating “thank you for your upgrade”, which I never requested or approved. The amount now reflects R68, including an insurance cover that I never agreed to and know absolutely nothing about. To be clear: I did not agree to any upgrade. I did not confirm any new terms by message or call. I did not authorize insurance. I never approved paying for R90 airtime. This constitutes mis-selling and unauthorized alteration of my account. I urgently request the following: Cancel all upgrades, add-ons, and changes done without my consent. Reverse all airtime, data, and insurance charges that were added. Provide the call recording linked to reference ***. Confirm in writing and telephonically once everything has been rectified. Should this matter not be resolved urgently, I will escalate it to ICASA for regulatory intervention. You may contact me immediately at: *** and make sure i don’t incur any penalty for asking for this cancellation