UPGRADE GONE TERRIBLY WRONG

Having been with Vodacom for an excess of 23 years, with the same number, I was sent numerous reminders about an upgrade of my mobile phone that was due to me at the end of January 2021. The logical thing to do was to apply for the upgrade online and not go into the store because of the pandemic, which I did. Instead of upgrading my phone, some *********** employee decided on his own accord to open up another account with a different mobile number, thus adding this to my original account. I had not provided any personal details like (salary, address, etc), however, this *********** employee still went ahead to open an additional account without my prior knowledge. Did that person do so because the commission was higher when opening up a new account than that of an upgrade? What did he/she not understand by upgrade? You need to fix this asap and reverse all monies that was debitted to my account.