*********** staff only know one line: I don't know

I had taken out a data contract for my elderly mum who resides in a different city than I do in December. Firstly the guy who assisted me in sales admitted to me that they don't get back to customers in store because they are lazy to check paperwork and do follow ups. Secondly I had to query about details he should have informed me of upon signing the contract. I received no contract just the SIM. He assured me I could go to any Telkom store for any queries in future. According the the contract I would get Amazon prime for 3 months but after numerous calls with *********** staff at customer care being transferred to different departments and being cut off with different feedback each time I was now told I'm not eligible for it because I had a previous prime account which is currently not active. I decided to try again since they have not sent me an invoice yet but on the app it says I'm in arrears when I made a payment already. Now they say I am eligible for the subscription but it's not activating and I must go to store point of sale and maybe they can help me. Does Telkom expect me to fly to Durban so maybe they can help me or just tell me to call customer care?? What kind of terrible service is this?? Every departments says I don't know to every question!! I do not recommend Telkom at all!