Just paid my staff 3 hours in an effort to resolve...

Just paid my staff 3 hours in an effort to resolve an issue we're having. At the end of our 3 hour "chat" with "Irene F", I was told that my concern needed escalated to further investigate and get back to me. I then asked for a manager name and phone number and good old "Irene F" said she did apologize but she could only provide me with a case number and that someone would contact me regarding this issue??? So, their customer service has no managers with names and phone numbers??????????????????????????