Poor call centre agents

I called the call centre for clarification with regards to my policy yesterday and was to told someone was going to call me back. Today at 3 pm after I realised that no one had still not called I called again only to be told the same thing. Upon requesting that the Rebecca puts me through to her manager , she declined .Then I asked for her Surname ,she also declined.. I think this is very poor customer service. Motorvaps needs to train their call agents to be able to assist clients who phone adequately.