Upset and used by customer care agent

I xpect to call customer care and xpect help but instead the consultant Nelly Ysuza made me use more of my airtime calling them plus I was told dat I mst go collect the evidence in which I did n keep it a courier service will collect but everytime I call the consultant wud give me attitude and make me spend more money phoning them then I spent on the 750 g Riccoffy dat I so love having..worst part is I they asked me wer can she collect but I gaveher the adress...the xcuse came up that they can't find my adress is it a bussiness or residential but I gave my home adress after numerous calls to the customer care I feel dat if nestle don't fire that rude consultant dat not assisting us as customers y r they getting paid if they don't know hw to follow up on they work and still say I wasn't there but I waited the whole day yesterday n she tells me I wasn't there..forgetting that 2 calls before dat she told me they will only come now I'm so upset I spent R80 on the coffee peak hour calls charges r higher and that's +/- R150 airtime took time off from work but still no assistance.... If this goes on how r we as consumers gna complain or get assisted if consultant's lyk this makes tins even worst then It already is...worst is till now I'm still unhappy my money spent on the product dat I love but the worst is customer care agent Nelly Ysuza made these 3days a living he'll running up n down waitin for ppl..even worst I asked to spk to the manager I was told there was no manager how can that be...