Frustrated customer of Multichoice

I really wonder what criteria is Multichoice using when recruiting their call centre staff. It is appalling that customers have more knowledge of your products whilst your staff does not because now I spent close to 45 minutes on hold and could not get help, after speaking to two agents namely Philasande and Noxolo. I needed to upgrade my compact+internet package but I could not be helped because your people do not even know a thing about these packages