Bad Service agent hanging up on me

I called in at Telkom and my query was not resolved. That is @ days after their turn around days. After 72 hours as it is their turn around i called back on the forth day I was advised it is waiting for final conclusion and should call in after 12 hours. I called back in on the 5th day from the time query was logged and agent by J Khuzwayo told me she see that they are still busy with the query. I asked to speak to a manager or team leader. She put me on hold a lot of times and kept telling me there are no team leaders available. Now everyone knows that no call center operates without a team leader, second in charge available on site. The agent would not provide me with her team leader's name but her manager. Apparently her managers name is Akhona Magwenju. It makes no sense she gives me a manager but not the team leaders name. The agent end up hanging up on me.

My case ref no is 2 ********** The call made is on the 29th November 2018 Time of call is 10:20 Call reference was told her name should be enough which agent would not spell her name for me that is when she hang up the call on me.