Lack of Service

My mother has been battling to close her Telkom account for the last six months. Today 15th of February 2018 she went in store to see if she can sort this out once and for all. My mom has back problems and can't stand for long periods due to excessive pain. Well this had to be done and she had no choice because apparently this is the only way of doing it! After standing in line for more than half an hour, she reaches the front and the employee behind the desk says to her she can't help her the other employee that handles this is not there she's gone to the toilet. So please explain to me why don't you have certain sections for specific matters!? This is absolutely ridiculous!