How confused can a company be?

I app**** online for fibre in December. At that stage Telkom's supplier was still busy installing the infrastructure on our estate and they were to finish up in January. Not having seen them on the estate for about two weeks and seeing the technicians doing the connections, I thought it would be safe to enquire how long it would still be before they could connect me. I phoned their call centre and the agent informed me that I must speak to an agent, I can't just apply online. Really?? What is the purpose of applying online then? She also informed me that they had lots of people applying online and it takes a long time to call everyone back. I must just apply again over the phone. Huh? How super efficient is that?! Then, when looking at my address, she told me fibre is not available where I live. Really?! Now why did they spend all the money on that infrastructure. I assume it has not been activated yet, but the agent could not tell me when it would be available. She was also very impatient, came across as a bit rude and not pleasant to deal with. Telkom is just so incredibly pathetic!!!! I just want to know how long I have to wait, not that difficult!