compalints deparment very rude

The complaints department contacted me and he is very rude for someone who wants to resolve the query. He doesn't know how to deal with customers. they don't want to take the blame for advising me wrongly. First they said that they don't have the recording and secondly the recording was there. I need someone superior to deal with my query and the person that is willing to listen to me so that we can resolve the issue,