Telkom direct store

Staff are not friendly at all, and unwilling to help. I wanted to upgrade, the contract is on my dad's name, and I have all the documents and permission from him. But they will not help me, needs to see my father in person, while I'm studying in Pretoria and he live in Limpopo. I can not understand how the Franchise store is willing to help me, but not the direct store. Just a pity that the franchises don't have stock, because their service is excellent.