No competency in Technical department

To keep it short and sweet: 1) Tried to get rain for a mentally disabled person in Bloemfontein 2) Rain cannot assist with the sim not working, new sim sent 3) New device sent 4) Phone for help to activate, “we will call you in an hour” 5) 24h later – “I work from home and cannot transfer your call, we will phone you back” 6) 1H later – “I’m in the office but my manager cannot come to my desk due to Covid protocols, they will phone you back right now” Still waiting on that call about an hour later. . . This process has been in play since January 15…. So here are my questions: 1) Does rain simply not care for the disabled community enough to have sufficient practices in place to assist? 2) Does rain not want new clientele? 3) Why do you have support Centre agents that are not equipped to assist, as we have spoken to +- 10 and not one was able to give more than just reset the device. 4) Which service provider would you recommend I rather go to that cares about customer service and community alike?