Unable to understand assistance needed, very rude

I am a new Telkom mobile contract holder. I contacted the normal helpline for international roaming help. I spoke to a rude and impatient lady who seemed annoyed at having to deal with me. Spent 45mins on the call with her being unable to write down my email address properly (in order for her to email a form to me), unable to let me speak to a supervisor, unable to tell me the roaming process, unable to tell me who else can help me, unable to tell me how much roaming sms's will cost. I am so upset as I urgently need roaming activated and due to the fact that I work a full time job, I cannot walk into a Telkom store and wait 30mins to be served (my last experience). She kept telling me that she does not have the info that I need, but she also refused to pass my query to someone who may assist. I am still no where near resolving my international roaming issues and this matter is very urgent. It seems no one at Telkom mobile helpline/ customer care can help me and I really do not know what to do next. Zama sent me a form to complete but has refused to provide any more information to me, or, at best, tell me who I can speak to for help. This is not the level of service I expect.