Since when does the POPI act say we cannot speak to seniors? Horrible service

I don't understand why MTN is still in business with the ***** and lies that they are selling, worse of all they do not even know or use the law correctly, since when has the POPI act said we are not allowed to escalate issues to managers when we are not happy whereas they are helping themselves to our hard earned money? if anyone at MTN has some level of decency can that person please call me