Waiting forever for feedback..

Why is client gets promised that a supervisor would contact you within 24 hours, but it doesn't happen? Are DStv agents really doing their job are they brushing aside because they don't know know what they are doing? No wonder this company is losing a lot of customers. I had a query days ago which I contacted DStv for. I was not satisfied with the answers I was getting from the agent. I then asked to speak to a supervisor, and was told that the turnaround time was 24 hours. Way more than 24 hours I'm still waiting. PATHETIC!!