Ccma insensitive to callers feelings and queries

I called the ccma (the ********** 616 number) and spoke to Nomsa. I want to keep it confidential what my complaint was about but when I asked her if I could speak to the manager (as she was very unkind to me), she asked what it was about. When I said that I did not want to say she refused to let me speak to the manager. I called back under the guise of a different name and spoke to Julius (I think that was his name). He was also unhelpful as I asked him if I could speak to the manager and he said there is no one like that here and eventually said that I could not speak to them unless I told him what it was about. I felt victimized by them and embarrassed as they were in simple terms 'mean and rude'. I would like an apology. I wonder how many other already upset people have had to deal with such treatment. Thank You