Why is Dischem so careless?

Dischem was made aware of poor service at the Greenvalley shop where an employee was on a personal call at the self meds counter. The response email said the dispensary manager would be in contact, however, the very same employee the complaint was about called me. Was this meant to be a confrontation? I asked why her manager was not calling me, and then she said she was transferring me, then the call was ended. Does Dischem realize what's happening with POPIA in this instance? This employee is taking your customer's number and you are just okay with that? reckless much? Is this communicating that you don't care what employees do, if customers complain then they will be confronted by your employees? ...and if this employee uses my number outside of your workplace?