No feedback on query logged 2 weeks ago

My debit order did not go off and a cash deposit was done the next day. I called and was told by an agent that no penalty will apply as I did the cash deposit. When I called again I was told the penalty will apply. I asked to speak to a manager but was not transferred and told that a query will be logged as they need to listen to the call. A few days later a manager tried to call but I missed the call and called back and spoke to a manager who said the query was still in process and call back to check if the penalty was app****. When I called after a week I was told that there is no feedback and was told that they will get the person dealing with my query to call me and I still got no feedback. Its frustrating to call and explain the query to different agents. This is terrible customer service.