Unfair

It took 2 and a half days to decline my funeral claim (decision letter was sent to me at 4pm on Friday). So I called 8am this morning and explained why I disagree with the decision. I spoke to your consultant this morning she asked me to send her an email marked urgent attention to her and she will try to resolve my query asap. I phoned now 4pm and spoke to a different consultant to hear that the previous one is not there and my email is lying in a queue which will take 48hrs to review and from then on how much longer? No. Just tell me your reviewed decision now, so that I can know if I should contact the ombudsman or not. This is ridiculous and heartbreaking and terribly unfair. I need a "resolutions officer" to call me asap.