Call centre does not record calls

I phoned RCS card this morning at 8:17 to make a payment arrangement and discuss debt mediation. I informed the consultant that I've decided on debt mediation. He didn't tell me that it's not accepted. He didn't give his name. At 10:15 I received a sms stating that I will be handed over. That after I phoned the call centre and was not told that debt mediation is not allowed with RCS cards. The consultant did not make a note on the system and the second consultant refused to escalate the issue, because it takes too long. I've defaulted for 2 months after more than 10 years of being a loyal customer. I don't appreciate threats and incompetence. I've dealt with rcs loans and came to an agreement. RCS card is useless. Never take credit with them, this is not the first time I've had problems with RCS card. How difficult is it to escalate my complaint?