Unwillingness to assist

I have been trying to contact Telkom Mobile Higveld Mall Express all day to no avail. They do not even bother to answer the phone. I then proceeded to phone the customer care number, I just wanted to check something on my account, the fist time I went through and the lady tried to assist me but the 'system' froze and the asked me politely to try phoning back later. Later when I phoned back a different call centre agent told me that I have to contact my local store to find out such information, I told her that I would, If they would answer the phone. Se then told me that the store does't take calls from customers they only deal with walk in customers. I told her that I have called them before and they have helped me before telephonically to which she just said she doesn't know and if I want assistance, I have to go to the store. Why would one call centre agent help me (or atleast try) and another tell me that they don't do that?