manager refuses to speak to customers

I was at the Bayside branch of Telkom to try can get assistance with my Company ADSL line <br> after standing in the queue for ages (I arrived at 3:25pm and only left and hour later) and requesting to speak to the manager, I was told the manager was busy, then I was told the manager wasn't there, ( there were 2 other customers that also requested to speak to the manager as was met with the same response) when I asked to speak to the 2nd in charge I was once a again told that they weren't available, when I eventually got to the counter the lady that assisted me was very helpful but disgruntled that she hadn't had a lunch break yet because her other colleagues were out on lunch. My ADSL line never reaches anywhere near its capacity for which I am paying for. We are meant to be a 10Mb line, but at best we are getting a 1Mb line, this has been going for the last few months since I switched to telkom.