Bad service in store and at the call center

I called the head office about the bad service that I received at Refinery Tygervalley. I spoke to 8 people and after I have confirmed my information and tell them the story the call gets cut. No one could give me an explanation as to why this is happening and non of them could call me back because it is an inbound call center. I also asked to speak to a manager and they said there is certain criteria before they could put me through. What I fail to understand is why could they not look at my profile and get my contact number to escalate it to the manager.