telkom staff does not know their own product

Telkom does not know its own product!!! below is a email I reply a useless solution sent to me by telkom. Ty for reply. bt it does not help.....do you have a department who can answer me how to activate call forwarding service on FLLA???????? used chat to us on website, told me to phone 10213 for service added, then they told me *21*number#, which its not working, then told me to go to telkom store, then i went to store, no one can explain to me how. its a telkom service, and staff are not aware of it ????? told me what can i do to activate a simple call forwarding service ???????????????????????????????