Useless sales agent

I am writing to express my disappointment with the service I recently received.

I visited the Telkom store at East Rand Mall to enquire about an upgrade. I was informed that it was still too early, and I was advised to contact Telkom directly to request a cancellation while keeping my number, so that an early upgrade could be processed without new vetting and I can go upgrade at Apple as they require the status to say open for upgrade.

Following this advice, I contacted your call centre. My call was routed to Billing, where I was told to contact Sales this morning. When I called again, my call was transferred to Cancellations, and they also advised that Sales would assist me. However, once I finally reached Sales, the consultant informed me that she could not assist because she only handles upgrades before 22 months and new sales. She insisted that she “knows what she is talking about” and was extremely rude. This, along with being sent from one department to another, was a very frustrating and unprofessional experience.

I would like to request clarity and assistance on how this matter can be resolved as soon as possible. If this is the level of customer service I can expect, please advise whether it would be better for me to cancel my contract and move to a service provider that offers better support.