Management Not Needed!!!!

How does your staff confirm a persons contact details and then send it to an email address that's inactive!!! No follow up when it bounces back? A manager and supervisor is never available as the ticket is always resolved!!!! Your staff DO NOT know what your procedure is, do not communicate with customers unless we call back and then have an attitude!!!! I asked for a supervisor or manager and then i am placed on hold and the call is eventually cut!!!!