Poor quality of staff

Good day . I needed a simple letter from cellc to state my account is up to date.I was advised by the cellc store to call customer care.so I did.from 2:30 pm I am on the fone with cellc customer care.the 1st consultant verify my account ... then say I must wait to speak to another consultant. .. while waiting for the next consultant to come to attand to me it's about 15 mins.then the 2nd consultant comes same process I must verfy my account ... it's a lot of questions... this happens about 5 times... so finally at 3:45 the final consultant says she will open a case and email me the letter ... do cellc not know what the client wants.their staff knows nothing about what they need to do.