DELAYED TIME & MANAGER IGNORE CUSTOMER

I HAVE MAKE A CALL FOR MY CELLPHONE INSURRANCE TO BE CHANGED TO A STANDARD EXCESS RATE. I EXPLAINED TO LERATO MADONTLSELA THAT I DIDNT RECEIVE ANY DOCUMENTATION OF THEIR DOCUMENTS IN ANY STAGE. SHE SAID SHE GOING TO FIND OUT DID THEY SEND IT BUT AFTER SEVERAL MINUTES SHE WANTS TO SEND AN E-MAIL. I REQUEST FOR HER MANAGER - SAMANTHA HARTEBEES BUT SHE CANT TAKE A CALL FROM A CUSTOMER. CUSTOMERS MUST COME FIRST AND SERVICE DELIVERY. A MANAGER SUPPOSE TO SOLVE PROBLEMS AND MAKE HIM/HER AVAILABLE. THATS AN INDICATION OF LAZYNESS.<br> <br> PLEASE CHANGE MY EXCESS TO THE STANDARD RATE AND I WANT IT TO BE DONE AS SOON AS POSSIBLE