Call centers are a brick wall between management and the customer so management cab never be held accountable

I called the call ctr to find out how to load prepaid airtime that I purchased at pick and pay to a friend's sim and did not get the help they wanted a security clearance just to be told how to do this How do you have a security clearance if you are not a cell c customer my friend is but he is in another town I asked to speak to the supervisor after a conflict with the agent I was finally transferred but the supervisor was also not helpful again after some time and conflict he agreed to send management to phone me I asked to be copied on the email and now two days later I have not received the email and also not been called by the management The question is how can you manage a business if you do not speak to customers to find out what they require or to render help in a conflict situation?