Contact centre is useless!!!

The contact center team is useless and the management is appalling. I had called in about ********** activities that happened on my card trying to get some assistance to no avail. I called in twice and the first time around my called was dropped after receiving horrible experience with no clear answers and when I asked to escalate or receive a recording of the call to assist with my case, I was advised I cannot get this yet we all know that when you consent to being recorded, it is your right to get access to that recording for instances where I am not content with the services provided so I can be able to ensure I take the necessary steps. I called in the second time and was advise my issue will be escalated yet the lady did not even take any details from me nor could she provide me with escalation details. I am appalled at your services and if there was an office I could go into to get assistance I would as this is extremely frustrating. The second time around I was advised a manager is coming but they blatantly refused to come. I work in the customer service field and I have never seen such horrible service to a point where I feel more aggrieved after the call. You contact center stuff just do not care at all and you can tell there are knowledge gaps especially in dealing with ***** cases like my one. I did not receive the assistance I needed and I still need assistance but with the contact center stuff you have I bet I won't receive it. I hope you would listen to my 2 calls as reference where I was hugely disrespected.