Trying to increase the spend limit on our Business landline Package

I logged a call back on the Telkom business website to increase our smart voice package on our two landlines. I received a call from ***, for over 30 minutes I am constantly repeating our account no, the number i need the package to increase on. Finally, the consultant could not help me, he seemed to be on a different zone. I eventually had to tell him it is ok, I have to leave it. How is Telkom employing these consultants to actually assist business as we only hearing all industries are quite business and people are looking for business.