No managers or escalation points

Telkom has some sort of exchange problem. I called in and they then said they have no clue what's going on and that they don't know when it will be back on. The part that bothers me is that they have no technicians working till Tuesday and they have no managers workings on weekends at their call center! That's not acceptable at all!! How can you run a call center without escalation points or management? I'd say this explains alot about the bad reputation that's growing about Telkom