Lack of Service

on Tuesday 29/03we went into Telkom, my husband's contract is due for an upgrade and he had previously went in to enquire if the package he wants to upgrade to can be transferred to his other number as he has 2 contracts, the guy who assisted said yes it can be done. so on Tuesday we went in to be assisted with that.the guy mentioned he was still busy which he was. the other consultant asked if she could assist, we explained what we need she then said we can wait for the guy to finish because he is the one who knows a person who can assist with our request. we then waited...waited...waited..the guy was still busy with another customer not sure what the problem was but it seemed like a technical problem as he was busy on the laptop,,we eventually left after an hour and some minutes. my problem is, is the staff not trained the same, how come only the guy can help with what we need, secondly the same customer service consultants do technical queries? is there no technical department to deal with hardware/software issues that might consume the consultant's time to be able to service other customers timely? but then we have decided we will cancel due to that poor experience.