Bad Attitude & a Chip on his shoulder

Recently went to Telkom at the Phoenix Plaza in Durban to change my grandmother's landline from pre-paid to post paid. Also wanted to have wifi installed with them as well. Went in and found out from a lovely black lady that the account was still in my grandmother's late husbands name and so we would have to transfer it to hers first. So we went home, gathered the documents, and went back. And then we had to interact with a bald indian guy, with glasses, and lots of tattoos. Basically explained to him the situation - change the ownership over, then the line to post paid, and then the wifi, which he didn't understand and he started to refer to the lady I previously mentioned. She explained to him in the exact words we used, and then he miraculously understood. And then, he started to quietly work on the computer for about 15 minutes - not explaining what he was doing but then started asking questions like we were just supposed to know what he is doing. Had such an attitude when we didn't understand what he was asking about, like oh we all work at the Telkom store so how do we not know? Then says, after another 20 minutes of standing and staring at his face, that the account will be activated soon (never gave a date or the circumstances in which this may happen) and that he can only install the wifi in a week. Literally wasted almost an hour of our lives just looking at him slowly type on a computer.

We waited for 2 days before we went back to the shop to ask why the account hadn't changed over yet, only to meet another rude woman who said "Why don't we understand, it will only be activated when the bill is sent, on the 3rd of next month?" At that point, my granny told her that the bald guy never told us anything of the sort - that was a vital point that should have been told to us. She said again, "Why don't we understand blah blah...." Telkom, please train your workers on customer service and proper customer attitude. We were not rude, we were polite, we spoke with respect - only to be met with rudeness and a hoity-toity attitude. These guys behaved like Telkom procedures are the Bible and how come we haven't read it? How are we, as customers, supposed to just know? Train your front desk employees!