What do your Call Centre Agents actually know?

This morning I tried to purchase 1GB of Data for R99 and was advised that I had insufficient funds - with a balance of only R98.80 available. I called your call centre to understand where the R1.20 charge came from, since I had no knowledge of this charge - and encountered one of the most unhelpful and uniformed people on this planet! She had no idea about anything and kept telling me the wrong information, and when I would question something it would only be met with a \Unfortunately I don't know about that"....I was asked to then stay on the line while she was escalating the matter - and after a few mins the call was answered by someone in your Data department who had no idea of who previously assisted me or what I was talking about...some specialist that was. From the few bits of info I managed to guide out of your agent"