No Accountability or first time resolution.

I went to Telkom direct in Kenilworth on 15 January 2016 to upgrade. the deal went smooth and quite quick but then it was realized that it was the incorrect deal. I was told that the deal had to be cancelled and the do it all over again, no problem. I was told that I would receive a call on Tuesday, 19 January by the latest. This did not happen so I then went back to the store on 20 January, waited 1 hour 20 min before talking to a consultant. I was then told that the deal was still not cancelled on the system and therefore can not continue with the upgrade until its is canceled. I was told that I would be called this morning (21-01-2016) with feedback. No call received by 13h00 so I went back to the store and still no change. I was then put on the ohone with a call centre agent which told me that a query takes 72 working hours (9 days according to her) and that the query was sent to the wrong department which means when they send it to the correct department that the 72 hours (9days) will start all over again and that the 6 days I have alredy wasted on this does not count. This is ridicules how can it take so long and so many people or departments to resolve this simple issue?!!!!