Refusing to cancel an upgrade done without my knowledge

My sister previously reported Vodacom for refusing to cancel an upgrade they processed without my knowledge. They came back to say it was cancelled. Today when I called their rude agent told us that we are wasting our time to be calling Vodacom, we must do us a favor and pay, they will only cancel it after he has paid for the upgrade he did not sign up for, an agent was chasing sales and upgraded him even after he told her he was unemployed. From February they also refusing to cancel my contract, the contract was to end in March, they say I must pay for March, April or May, is it now by force to have a contract with you guys. I will be reporting this to ombudsman no one is above the law. They come here and pretend to be helping but when you call them they tell you different story.