Poor customer service

They know nothing about customer service, no one knows what they are doing there. There's never a manager or team leader available on the floor. I have a pending query for more than a month, no one bothers to call me back or give me feedback. When you call to follow up it's always "I will escalate" different feedback from every new consultant you deal with. I'm really appalled at the service I'm getting because I'm BLACK!!!!