Call Centre is very rude

I just called your call center and spoke to a very rude agent Kabelo Moghale, the ticket was reported yesterday (25251) and was closed yesterday even though customer responded NO on your sms service is not restored. She asked me to report a new one, i asked her why she gave a reason that did not make sense to me, we proceeded to report a new one (ISP-25409) and i asked her if we can escalate it she said no there is no turn around time. I did not ask for turn around time, i asked for this to get escalated to the correct department. She said it cannot be escalated, i then asked to speak to a manager and she said no again im not allowed to speak to a manager which i believe is false information. i don't know if your consultants are allowed to lie to clients