Telkom can't even get their branches communication working

During levels 4 and 5 of lockdown Telkom did not give any grace to the business telephone line, which could not be used. They charged full rates for no service used. After paying this I wanted to change it to "Pay as you go" and although it can be done, I had to find out, after standing for two hours in a que, that Telkom is countrywide for more than a week offline and I can come and que sometime in future again. I thought Telkom is a communication company.