No management on weekends

I was very depressed stuck in free way recharge with 20 and 15 from Telekom airtime just disappear .call the call center they said they can't assist course the manager is working at home they will send matter to it department mean Telekom the don't care about our life and emergency matter. My querie how can companies run business without management manager they cannot even transfer the call but manager is on duty. I think operator have not good skill to handle the client and she was just ingorerant and stubborn