Pathetic Attitude & Unacceptable Telephone Ettique

I am a technician for a reputable company and I was required to upgrade our business adsl from a 4mb line to a 10mb line, so i decided to give telkom a call, little did i know i would be spending an hour of my time on the phone, to which i only spent 10 minutes of that hour speaking to anyone, the 1st lady was very kind and helpful then she had advised me that I had come through to the residential department and she is going to transfer me to the business department to which I agreed, I then waited 45 minutes before my call was taken, just to mention that prior to this a technician from one of our service providers had come in to check some equipment we then advised him to please upgrade our line with telkom, he then called them up and requested for them to upgrade the speed of our line although he was not the account holder, Bernie had answered and advised me I may not make any changes on this account unless the account holder actually gives permission , where i requested to speak to a manager,She was also very rude and arrogant,, she then told me to hold, muted my call and hung up after 1 minute, Is this the service to recieve from the countries biggest telecommunications provide