Call centre agent Lucia- no help received.

Calling Vodacom customer care is the worse. Their agent don’t even understand their own processes, I called for help because I was charged extra on my contract but I had to explain processes to an agent by the name of Lucia, who sound like she just woke up from a nap, she couldn’t advise me who her manger was and not could I speak to the manager, she placed me on hold for approximately 20 mins, but at the end of the call, I ended with nothing being resolved!!! This is the worse network I have ever worked with. I really hope this Lucia agents calls are QAd, serious training is required!!!! She even refused to log a case for my query and requested me to fix the problem they caused in my own. Where’s the customer excellence????