Telkom Call Centre Useless, why can't person in shop deal with this issue?

Having a issue requesting a ICT reference number on a ****** tablet and phone, I logged my initial request on 06/03/2019, told 2 hours, phoned again on the 08/03/2019 and was told they will escalate 1 hour, its now the next day and still nothing. Also agent had not Info on the second ICT request and had to supply all the information again.