call center manger unprofessional

not so longer ago i was so blown away by the service and professionalism i got from a call center agent ( balungile qwabe) from mondo, the matter was escalated to the manger.he promised to get back to me with a way forward and promised that this will be resolved. it has been days and days i have not heard anything from the manager, he does not respond to my mails. i have also escalated this to vodacom, on vodacom side they say they are waiting for mondo to processes , this so called manger is so unprofessional this is the behavior you do not expect from a manger. no feed back no turn around time as to when will this be resolved, its shocking