Unconfirmed orders and dishonesty

I have a problem here, I visited Telkom in Sandton and they refused to accept my bank statement as a proof of address claiming RICA requirements but RICA requirements allow for such. They claimed that they cannot accept because they also require my bank statement but RICA makes no prescription for that. Also on black Friday I placed two orders from Telkom and they said it would take 48 hours to receive feedback but to date I have received no feedback. Why is your service so bad?