The customer service is bad

Today i went to Maponya mall Assupol sanlam requesting to change my number so that i can be able to login to portal and to know how much my policies are the lady said the intetnet is slow and called one of her colleque to helo me she also saif the same they said its not opening she said she will update my number its been five hours nothing has changed all the did was asking each other what are they going to eat.ive been payingnlife cover and i don't know how muchnit pays i have no clue hence things are increasing