Left hanging on for 30min by Happiness

I have been struggling to change my tariff from Telkom more to smartbroadband wireless for over 5 days,I then decided to call Telkom to get help.I spoke to a lady called Happiness who was clueless about what I was asking about and kept disappearing putting me on hold.The second time she told me to hold on I ended up holding for 32 minutes,my guess is she guessed I would hang up the call and redial to be put through to someone else.I guess the reason for this thread is to get attention of people who are managing these consultants ,all I want is to change my tariff plan. Where do get these call centre consultants and why do we have to hold for 20 minutes to be put through only to hold again for 40 minutes? Please take action