mrp call centre

iv been trying to login to my mrp app and it kept giving me an error message. i called customer service and the duration of the call was short with the agent saying it will be sorted within 24hours. i waited 24hours to use the app and still gives the same error message. i called mrp again and the agent tells me i must take a screenshot of the error message and send it to technical department. unfortunately i cannot run after mr price to give the business with terrible service in return. As a customer, im still searching for a solution because i need to use the app and the agents are just giving me the run around. iv taken my time and money and used it to call mr price for a solution and still have to run around. Why cant the agent send the fault report to the technical department? why cant a i get a solution while on the phone? why cant they transfer my call to the technical dept?.. i have to cut the call and dial a new number which takes my time? there are service agents for this. why does the customer have to do an agents duties??