Poor service and lack of information

I left the country & wanted to activate my SMS roaming. The usual sms request route didn't work. I phoned the CC & after a lot of hassle I was told they activated it on their side. I returned yesterday & I tried to de-activate my roaming via sms & this was again an issue. I had to use someone else's phone to contact the CC. I phoned 082 111 only to be told they can't help me as my account has been migrated to CBill and that system is offline till 15:00. This was at 10:00 & I had to make arrangements for travel & dial into work. To me, the delay was unacceptable & after about 20 minutes the agent went to a CBill consultant to hand my number over. No guarantee as to when I will get a call or when my phone would be activated on the network. Their feedback was 'There is nothing they can do, I will need to wait for their system to come online'. It took more than 2 hours on the phone to try to get this resolved - NO JOY! I complained on FB, the only response I had is to verify my account details before they will help me. The CC told me to go into a shop to get my problem resolved - thankfully the manager there was great and helped me. My access came through at 16:00. Terrible experience