Nope, that sounds right. I'd also complain.
After my experience with Telkom Staff over the last five days I've come to the following conclusion:
They're not bad guys/girls, and genuinely want to help, but there is so much red tape, hierarchy, politics and specialization that the company just can't function.
I had a cable outage, but because it's an "ADSL" cable it took 8 technicians two days to realise someone had pulled the cable out at the switch box, drive over to it and plug it back in again.
. . And trying to drift back on Topic - that's Vapi and Whites problem. They're just PR Monkeys. They've been hired to be eloquent, and spew the cr@p the accountants feed them to the press. They probably don't know the truth themselves, in case they accidentally tell someone.