Movistar Nightmare

There's a customer service nightmare story here and I'll come back and tell it!

....back to tell the story.  About a week ago we went into a Movistar (the national Spanish telephone company) to find out what package exactly we were on and if it was the best for us.  Helpful girl spent about an hour and a half with and recommended we make little changes to what we have, which turns out a few euros extra a month but better all in.  She couldn't do the changeover for us there and then because we apparently had two old mobile numbers in the system (both for lost SIM cards for our iPad minis over the years when Bb's was stolen and mine had been left in Cairo).  So far so good and she said she just had to get an authorisation and would call in a couple of days then we could go in and sign it.  We waited for a couple of days.  Then a couple of days more.  Nada.  Nothing.  We went back in and 'our' girl wasn't there (just a small office, only 3 people working there).  The other staff said that she'd just been standing in for someone and had now gone and they didn't know where she was working now or how to get in touch with her. They looked through the papers she'd left.  Nada about our case.  Nothing about our case.  They looked in the computer system.  Nada.  Nothing.  Bb kept his calm.  I was getting very irritated and said I couldn't believe we'd been with someone for 90 mins and there was no record of it.  We had to start again with this other chap.  Another 45 mins.  He told us that in order to progress we'd have to cancel the two old mobile numbers we had.  Fine.  Could we do that now we asked.  He made a phone call and when he hung up he told us that we had to send a LETTER to Movistar in Madrid cancelling the two lines.  A letter, not an email, not a phone call, but a letter by snail mail.  Apparently when they receive the letter someone will call us and confirm it's done.  Then we can have the new package.  Thankfully, in the meantime everything is still working.  Fingers crossed that continues till we do the changeover.  Nightmare!!