Capitec Dispute/Bad service

So last week I filled in a dispute, and Capitec Tried calling me today 2 Times, but the time they called me I was busy (I'm also working In customer service) So they sent me and email and SMS with a Number I should call to do a follow up. I call the number but get transferred to different department's . So decided To use the Capitec chat. where I got through to Rude "Njabuliso " Telling me my dispute has been closed due to no contact. First of all when it come's to someone's money how can you just close something with trying to get hold of that person at least once more. "Njabuliso" Rep**** but how do you they confirm with you if you're unreachable on your phone? GUYS!!!! some of us actually work and we work with clients where there is no time to be playing on your phone. "Njabuliso"said unfortunately this is not about them but me say's someone that also works in customer care that should know best. that you can't always answer your phone. This matter should've been dealt with differently. straight to the point. Dear customer can we re- escalate. instead of wasting my time with a cheeky response.