Makro - shocking response! Not permitted to make contact with a manager???

My husband did not receive a birthday voucher from Makro, however I did. When we queried it at the local branch we were told only some people get the voucher. They could not provide the reason for the **************. I called the only available number for Makro and was told that my husband opted out of the sms advertising, hence he no longer qualified. My husband confirmed that this is not the case. I asked to speak to a manager and was told that there are many managers, but the call centre is not permitted to release their names, telephone numbers or e-mail addresses - this is shocking! They can "opt" my husband into advertising again and he can qualify for a voucher again for his next birthday. Seriously! The entire call took over an hour and absolutely nothing achieved - brick wall! Makro, considering the position that you are in I would think twice how I handle good loyal clients!