Unhelpful agent

I have contacted Telkom's web services in the past and have received good services from the agents that assisted me. On the first of October I upgraded to a do Advanced package and the lady confirmed after when I checked my order that I had to remove my call services to reduce the amount per month to R549 and would have to follow up with a consultant on when I would get my modem. Today I contacted Telkom on web services and Nico was extremely unhelpful and could only confirm my account, what I had on it and that someone would call me. From experience I know the agents on web services can assist you with your query. Nico wouldn't help me. Just kept insisting that I will be contacted on my cell phone by another agent who would help me. When I asked why he couldn't assist me he answered me and while I was reading the message he typed that due to no response the window will close and closed out the session without my being able to read or respond to the message. Telkom you don't need this guy. One bad apple can make a whole box bad!