Bad customer service

They had a problem with Telkom but it was sorted out yesterday or the day before I have been phoning them all day and they kept telling me that they are offline well that the boardwalk is offline so I couldn't understand how their land landline worked but their internet because of Telkom was off so I contacted the boardwalk management and he said they were online since yesterday after phoning them today 5-6 times they only then realised that their card machines does work and their internet but it is the gift cards that aren't working so then only did the girl realise it is a Cotton on head office problem so she said she will contact them and sort it out. Why was this not sorted out yesterday when they already had internet and is there no way they can do their gift cards Manually???