Bad service as always

I called Telkom customer service yesterday and spoke to an agent: Madiale. The reason for my call is because they did not debit my card and I wanted to know why. As always the agent didn't know why they didn't debit my card and said I should make a manual. I request to speak to her Team Leader as ALWAYS no one was available and I was advised that Sibongile Vilakazi will call me back. I'm still waiting for her call after 24 hours after being told that she was on an escalation. Does Telkom have Team leaders/ supervisors?