terrible service

I phoned 10210. After holding for 30 minutes a lady comes on the line. I give her my query: i am moving and taking over my mom's number and would like to find out how far along the application is as this is a month old. She says she cannot see anything on the system. I inform her I faxed all the paperwork through from the Telkom in-store shop a month ago. She gives me the same answer. There's nothing on the system. I ask her so what must i do about this. She doesn't know. I ask if there is someone else I can speak to that is actually able to help me. She puts the phone down on me. The absolute **** service from one of the biggest suppliers is beyond me. I tried logging into the Telkom website and I cannot log in either.