ANSWER YOUR PHONES PLEASE

I called ARA requesting for an update regarding my truworths accounts but i was told to call back after 15 minutes, 15 mins later no assistance. When i got through i was advised that the lady in charge will give me a call at 2pm, again no assistance no call until i called back. The receptionist advised and assured me that someone will assist me before they knocked off at 5pm. Now it is 16.36 and i have been calling for the past 10 mins, phones *** and *** keep ringing with no response. How on earth are we supposed to get assistance if 3rd party collections companies do not return our calls or answer them.