Vodacom Contrators taking us for a ride to make sales

I am writing to formally escalate a matter that remains unresolved despite my previous attempts to have it addressed. I initially raised this issue with Mr. Mandla Zitha; however, my email was ignored and I have not received any response, acknowledgement, or assistance from him. Given the seriousness of the matter, I am left with no option but to escalate it further. The facts of the matter are as follows: I received communication from Vodacom advising that my number, ***, was eligible for an upgrade. Acting on this information, I logged onto the Vodacom App and selected an iPhone 16 upgrade option on my existing contract. Thereafter, I received a call from a Vodacom consultant who confirmed the details of the upgrade and the device selected. At no point during this discussion did I request, authorise, or consent to a new contract being opened. My intention was solely to upgrade my existing number, ***. The device was subsequently delivered. However, I continued receiving calls from Vodacom advising that my number was still due for an upgrade. After querying this with another consultant, I was informed that the original consultant had not processed the transaction as an upgrade but had instead opened a completely new contract under number ***. This was done without my knowledge, approval, or consent. I find it deeply concerning that a new contract could be opened in my name without my express authorisation and without me being informed that a new line was being created. Furthermore, I was never advised that I was entering into a separate contractual agreement. Vodacom has access to all recorded calls relating to this transaction. I therefore request that the relevant call recordings be retrieved and reviewed. These recordings will clearly demonstrate that I requested an upgrade on my existing number and did not authorise the opening of a new contract. To be absolutely clear: • I will not accept liability for a contract that I did not request or authorise. • I will not be making payments on an additional contract that was opened without my consent. • I require Vodacom to investigate this matter urgently by reviewing the call recordings and transaction history. • I require the immediate cancellation of contract number *** without any penalties, cancellation fees, or adverse consequences to my credit profile. • I require the device agreement to be correctly linked and processed as an upgrade on my existing number, ***, as originally intended. • I require written confirmation of the outcome of the investigation and the corrective actions taken. Should this matter not be resolved urgently, I reserve all my rights to escalate the complaint to the relevant consumer protection and telecommunications regulatory authorities for further investigation. I trust that Vodacom will treat this matter with the seriousness it deserves and respond without further delay.