Shocking service

My 3 contracts were due for upgrade in December. I went to Westwood Mall to fill my upgrade forms on 2 Dec after a month of no contact I was told they lost my forms. I then had to go to pavilion and repeated the process. After being out if stock today I finally got a call to collect my upgrades. I went to the store and had to follow a queue of about 20 people. After half an hour I left without my phones. Why doesn't Telkom have someone ask you when u enter what u require. Opposition companies do. Why do u follow a queue where people are waiting to fill application forms. We know how long that takes. I was asked to come to the store to collect. This is how Telkom treats their customers. In the meantime I have to pay an exorbitant month to month on my previous contracts. Why should it bother them. They getting their money. That's all they in this for. After all I have not experienced customer satisfation