Telkom staff needs training in customer service

My router stopped working and is completely dead, called Telkom for help and they told me to go to a branch, went to a Telkom branch today and was told by a very rude lady that I need to call a different number. Called that number but it is asking for a reference number 🤷🏻♂️ going back to the branch first things tomorrow. Hopefully I won't have to talk to the same ride lady. How hard can it be to just replace a router...