Not even the simplest service

I called your helpdesk to assist me with a payment arrangement to pay off the last few months of my contract (ending Nov & Feb). I was advised that I can only be assisted at a branch. I expressed my concern around sending customers to stores amid high COVID cases and requested that the process and the required documents be emailed to me in order to make the store visit as quick as possible. I'm yet to receive the mail. I don't want to default on payments and am coming to Telkom to make arrangements, but am not receiving the help required.