Calls are often dropped - Agents "escalate" matters to imaginary team leaders who can not be named

WHOEVER works in the call quality department. What are you teaching these agents? dropped call after dropped call. The call centre is just a joke. All matters are escalated. They are not willing to give the names of the "team leaders" who are escalating the matter so that no-one can be held responsible. I have been trying to claim since September 2020. My status was approved and payment promised within 7 - 10 days but still nothing. I hope all payments are backdated so that I receive ALL the months I have missed due to poor administration