poor communication

I went in to a telkom store,cavendish enquiring about an upgrade i have due. The gentleman said I must come in 4days and there is stock. He does not say What I need to bring along when I go back. Today 26 August, i go back to the same store I asked the lady Nabeelah if she could assist me. She looked like she was in no mood to work. I sat down she explain nothing starts filling in a form. I asked she says no she must do credit check first. At Blueroute telkom I hear you need R100,proof of address and ID. I live in Surrey Estate is telkom staff going to start paying me for their incompetence? All i want is to get my upgrade. Customer service knows even less so who do I speak to?