failure to assist customer

went to Telkom shop wonderpark mall to enquire about my cellphone contract, sales agent by the name of mpho attended to me and said I should call the call centre for that specific enquiry. I then went outside to call the call centre and they said I should go to the nearest Telkom shop for assistance, I then told the call centre agent that im outside the shop and they said to call the call centre. the agent asked me to go back into the shop and give the person who was assisting me so that she could instruct them on how to help me. the sales person in the shop (mpho) refused to answer the call from the call centre agent and further refused to assist me. the call centre agent promised to escalate the matter the matter to her managers and call me back with feedback regarding my enquiry. its been 6 days and Telkom has failed to assist me. I have 3 contracts with Telkom and am a loyal customer. im even considering cancelling all my contracts. was embarrassed by Telkom staff member refusing to assist me.