Very Bad Service of Lying Agents, Call Centre not under management and Agents all by themselves

I have had so many encounters with gems agent lying on the phone. The worse of them all is when you ask for a Team Leader and they tell you that the call centre does not have team leaders or 2IC so basically GEMS call centre is not under any management. I spoke to a Karabo who told me that her team leader is Valentia however team leaders are never available to take calls. What then happens in emergencies where agents don't have the capacity to sign off or help but need help of a superior. This is appalling GEMS, very bad service.