Staff incompetence

Called telkom on 12 Dec 2015 asking them for voip settings for my router i got from them. Spoke to Thembi with reference ***6 and she said that she will not be able to assist me and will have to refer and log a call to the voip department for them to call me but this will be in 72 hours only. I asked Thembi and eventually spoke to her manager Charmaine why they don't have the the information and why I can't call them myself, to which they responded they not able to only the voip department can. I got a call today from the voip department and they told me I should call 10210 because they can't help me. Its really said that I have to wait for almost a week to hear I could have contacted them already. The incompetency of the staff is mind shattering.