Upgrade done while the account holder is in hospital

While the account holder is in hospital, walked to the Vodacom shop to report, what they saw was an opportunity to up sales under false information. They didn't even ask for his concern or proof. They went into the account, upgraded his contract, made new sim swap and increased the monthly instalment. Been trying to get this resolved, they don't care that its not my account, all they say is we both should own up and pay as I signed. been to Midrand still no solution..