Vodacom upgrades contracts without permission

My parents who are pensioners received a phone call from Vodacom late July advising that both their contracts are due for upgrade. My elderly father advised that they cannot visit the Vodacom store as they are not going out because of Lockdown and will visit the store later to discuss the upgrades and look at the phones available. The consultant said that she will get a list of available phones and phone him back. That never happened. They simply received an SMS to say that upgrade was done and on further investigation it was found that the upgrades were done on a Sim only contracts!! They even changed the contracts to higher packages without my parents permission!! Vodacom advised that this was done in store but we contacted the store and they confirmed that this was done by Vodacom online!!! This is ***** last time I checked!!