Team leaders just do not follow up!

What a tiring experience dealing with DSV. The agents who answer the calls are wonderful, but their team leaders are absolutely atrocious at returning calls. So my wife's phone broke, speaker on the phone stopped working. No problem, we will upgrade her cellphone contract. This was more than a month ago. DSV does not work a minute after 5, when you do call them, they cannot 'transfer' you to the appropriate person, this person has to phone back. So then they phone when it is not possible to speak. Try and return the call just to get a message "they will call you back". How can you work in an industry where the "customer" is working class (i.e not available during office hours), but then not work AT ALL after normal business hours???