BETWAY RSA, TRAINING REQUIRED FOR CALL CENTRE AGENT

I have an issue with Betway South Africa, My account was hacked on Monday the 8th September, I then called Betway and was advised to send a selfie with my ID. I proceeded to do that, and I was Advised that the issue would be resolved within 48 hours, I called them again on Friday the 12th September and they told me it had been escalated and the account would be unlocked within 24 hours. Today is the 17th of September, I called again and spoke to a lady named Penelope; I explained the situation to her, she then said it would take 24 hours, I told her that's what I had been told for the past 7 days and then requested to speak to a Team leader or Manager, she told me that they were busy and that they would call me back. I then requested for her full names and surnames, and she outright refused, I advised that as an FSP she is supposed to provide me with those details should I request them, she continued to refuse providing me with the detail. I then told her she is not trained correctly and shouldn't be sitting on that desk till further training is provided, I request that the Quality assurance team listen to the call and take action into training her further. The call was made around 10:50am and ended 11:09am. Her name is Penelope she provided me with this reference number which I highly doubt is correct ***8. Please listen to the call and provide me with feedback on how you have agents who are not trained assisting clients daily. I Also require urgent feedback with unlocking my account.