Disgusting slow service at Telkom Shop Midlands Mall

I upgraded my 2Mbps ADSL line to a 4Mbps uncapped line on 6 Sept (24 Months Contract) and about a week later it was already upgraded. On the 3rd or 4th of October I went to the Telkom shop at Midlands mall to collect my "Free Free WiFi enabled modem " as stated on the website https://secure.telkom.co.za/today/shop/home/plan/fibre-uncapped-internet/ and after standing in the que for more than 30 minutes, I was told that the transaction hasn't been finalised as yet and if they gave me the modem then, I would be charged for it, so had to leave empty handed. I received my monthly bill on 12 Oct and on it I noticed I was charged R369 for the "Free modem" which I haven't as yet received and this morning I took time off work to go to the shop again to query this charge and hopefully collect my "Free modem". But after standing in the short que of only 3 people in front of me for 58 minutes, I just couldn't stand any longer due to unbearable backache from a back injury and had to give it up and leave. There was only 2 out of the 7 non sales points manned and during the 58 minutes, only one of the people in front of me made it to a service point. It is an absolute disgrace that they had only 2 people serving while every 10 minutes or so, someone new appears from the back area to asks everyone in the que "how they could help" but if it wasn't to buy something, they would just walk away and go back through the door at the back area. The people who wanted to buy something, were taken out of the que to the sales area but us exciting customers like myself who has been a Telkom customer for probably close to 40 years, get completely ignored as far as actually helping you. Totally unacceptable TELKOM!!!!!!!! No wonder more and more long standing Telkom customers moves away from Telkom.