Why can't I upgrade my damn service

I am standing in line at telkom vincent east london again. They are under staffed. Fine. I've been trying to migrate my data for the last 2 weeks. I've phoned. The call centers don't help or have no idea what they are doing. I've emailed the vincent branch and the guy who handles these complaints. I've come into the shop. On 2 occasions I've left a copy of my ID book and signed. I've filled out the forms but they seemed to have disappeared. Forget about trying to phone the vincent branch because they never pick up. I challenge you to try. So i have to take a half day off work to find out what's happening, why nobody has phoned me back and why nobody has emailed me after being told they would have it sorted. If anyone knows of another good service provider please let me know. Key word being service.