Vodacom call centre

I laid a complaint via email yesterday and called in the call centre today to request that my complaint be traced and escalated to a complaints manager immediately as I felt that I should not need to wait and if I am going to wait I might as well go straight to Hello Peter.I asked to speak to a manager as I needed a manager from customer services to escalate my complaint directly with a complaints manager.I was shocked when I was told that the manager could not call or email a manager in the complaints department for this to be escalated .How can there be no way for one manager from one department to escalate a urgent matter that a client has requested to be looked into immediately.I was then told I must wait for them to get back to me and all that the manager could do is log a service request which I have not even received as yet.Furthermore I felt that the manager did not really understand what I wanted .There were a few issues regarding one matter that I wanted looked into but I felt that the manager was more concerned about shifting the matter to the branch.All I required was immediate feedback to my concerns so I can then know what steps to take or not to take .