ITC — Retailer Query- not responding(not connecting to concerned dept)

Address:

Rajesh Karnataka state, Mangalore

I was calling customer query phone no -[protected], 3 times i calling from last week this person without getting info, given Bangalore Reg office no- [protected], when i asked about my problem, requested to connect marketing department, she tells no permission lk tht.
Wht is this type of Negligence?
Don't hv customer related Service dept??
Dont have Marketing dept?
Cant u respond ticket ID 1540853
ID -1540881
Just information also you ppl not giving about sales t department, Dealership, Distributorship query??? Dont hv any top management to check lower department???