Train agents to handle call limit locks

Yesterday I called to enquire why my cell phone bill keeps going up every month. After much checking and waiting I was advise to put a call limit lock on my phone. The Call centre agent did so and set alerts for 30% 50% and 75% of usage to get warning message. But, guess what, the service activated and locked my sim. This morning, again after much debate and trying to get myself heard, and waiting, the agent arranged for the lock to be lifted. Then after pressurising her for a reason as to why I was call limit lock, without receiving any warning message, when I have data and airtime available she apologised and said the agent who help me yesterday should know that the service all automatically lock when set for the first time and the agent should have gone back into my account and unlocked my sim. This should have been done yesterday already!