No feedback on in-store application

I went to accompany my wife to the Telkom Mobile store in Menlyn Mall (ground floor) last week Friday. She app**** for a contract phone and she had to fill in a form because apparently their system was down so the application had to be done manually. She was told it will take anything from 24 - 72hrs to process and approve and once approved she'll be alerted to come and pick up the phone.

It's the next Wednesday afternoon, no SMS or email or phone call from Telkom about the progress of her application not even a reference number of sort and mind you she's an existing Telkom Mobile subscriber, why must Telkom always give subpar customer service?

Now she is forced to look for the handset at another cell network all because of something as small as a follow up on her application. Still no information given to her and I'm guessing it's not coming anytime soon. I'm disappointed that Telkom doesn't have a streamlined process when it comes to doing these follow ups, she's not the only one going through this tedious experience.