Dangerous and pathetic service

We live a times where most services are done via technology.
You rely on the person on the other end of the telephone acting on behalf of the company to assist you.
You expect them to be operating with the highest level of ethics and morals. I queried the refund that I assume will be due to me because of a horse that I had in one of my bets, with hollywoodbets yesterday and again this morning.
I'm still waiting at the time of compiling this brief. I can assure you that I know allot about customer service, because I worked for Multichoice for more than 20 years,from the inception of satellite TV until 2013.
I know good service and bad service, Hollywoodbets consultants operate with an air of authority when they are giving services. They tell you whatever they want and instruction you to send corrospondence even if it is not needed or if you have sent it to them previously. You will never ever, ever, ever get to speak to anyone in authority. At Multichoice you could speak to Koos Bekker or Mr. Nolo Letele if you so requested, but not at hollywoodbets.
Instead if you have a problem with sifiso and you would like to speak to his supervisor, you get Shanaaz his colleague, if you want to speak to Shanaaz, s supervisor you get her colleague Mercy and so on and so on. They do this because they can.
They are not accountable to anybody. Do we as South Africans need another corporation that, I am assuming is monopolizing the racing industry of SA to operate with no ethics or morals. Do the owners or directors know what their consultants do, or how they conduct their work or do they care.
This should not be allowed.