Staff are very unhelpful and my query can't be resolved

I'm very unhappy with the service I'm getting from telkom. I've got a contact with Telkom for Data 20 gig during the day and 20 at night. I upgraded the contract after it expired. My issue now is that is that I don't receive calls. I tried calling telkom customer service and they said they can't assist. I went to Telkom branch in Kolonnade Mall, I was assisted by Babrah who also wasn't helpful. She asked me to use the biometric system and said she can't pick up my finger print. She said unfortunately she can't assist, I felt very irritated as to why is it my fault. I had to walk out from the branch without being assisted. So if I am not going to receive calls on my telkom I'd rather have a contact with other service providers.