No service at shop

Please explain to me this. We go to the only telkom shop in the whole vaal, that must service all those people, on month end. There is 6 stations, with 3 people working, one a trainee on her own with no one to help her. The rest sitting in the kitchen, popping out now and then to chit chat and head back in the kitchen again. We can't get anything done over the phone, because there's no person at the call center that understands what I explain. So after 40 mins of standing in the queue and one person being assisted I rather left. So please explain that level of service and what I need to do to sort out all my issues?