No more account queries at Telkom's outlets

I just had the delightful opportunity to visit Telkom's outlet in Menlyn Pretoria to try and resolve a year old residential account query after I was informed by the call centre last year that they don't handle these any more and I should go to a branch. Once they opened at 09:00 and after the entire Telkom team applauded the customers on entry (I can only imagine this is to thank the customers for again being willing to be tried and tested in a very unique way) I was informed that Telkom no longer handles account queries in the outlets, no-no, the new sleek process is a poor young lady that needs to listen to customers like me complaining logs your request on a tablet (the fastest device to type on) and then the back office phones you back (supposedly) within 2 hours. On enquiring, I was informed that as the customer we are not ourselves able to log the queries nor can we phone the call centre. This sounds so ridiculous that I am not even sure if it is correct but I would love for someone from Telkom to respond and confirm? So after driving to a mall, paying for parking and spending 30min (I was 4th into the shop) I am still nowhere.