Branch staff not Friendly (320 west street passage)

Telkom 320 west street, Durban: The consultant never want to work after they have sold you a contract. Their pitch is really good and also makes you feel they care about their client (not just sales targets). I had a problem with them 2 years ago and I recently visited their branch to see if they had managed to change some of their challenges. 2 People were very eager to assist until I told them my query which was not related to any sale but my contract with them (the facial expression was as if their soul was leaving the body) I was immediately passed on to someone else who could not assist me but gave me a contact number to call for me to “better explain my query” Who audits how walk in clients are treated at the branch? How do you know if clients queries are resolved or just passed on for someone else(with no phone conversation recordings)? Who is accountable?