Dont know what they are doing

Employees dont seem to know their products and waht to do with them. I have a longstanding problem with not being able to receive international SMS (yes I went through all the steps to change config even replaced the SIM at my cost). I thought let me go and change to ESIM on my new phone.

Took the time to get my wife to the physical store to co sign etc. You cant do ESIM swap online (no idea why not - ridiculous). NOTE it is a Fiber connect deal with Cell phone. I told The lady helping me this at the start of the engagement. Sorry I cant help you I can just sell you the ESIM. I agreed to this and we completed the necessary paperwork, at this stage my wife left as the clerk said she is done. Clerk came back with ESIM, all of a sudden she could do the whole process, I agreed again. She started the process and all of a sudden o sorry this is a Fibre deal I cant help AND call your wife there is more docs to be signed and I have to call the Call Center.

I got up and walked out, If only they stuck to their initial story but no. I have no trust in the brand, frankly I am too scared to change my SIM now I am worried this will be stuffed up