Horrible client service

I contacted bankmed yesterday with regards to an email I sent on Tuesday to which I got a response that I was not happy with on Wednesday. When I called into bankmed I chose the option for chronic as I always deal with them if I have a query about my stoma supplies. I spoke to a lady by the name of Simone (could have been Shimone as well the line was bad) who told me I am in the wrong department she will transfer me through to the right one. I then ended up with someone else (didnt catch the name) who then told me I am again through to the wrong department and put me through to chronic where I again spoke to Simone who again put me through to a completely different department. This went on for about 10 minutes while I was transferred from A to B to C back to A which made me more and more frustrated with each transfer as it seemed as though the consultants either dont want to help me or they just dont know what I am querying so they send me off to someone else. I eventually ended up by a lady with the name of Shireen who admitted that she doesnt deal with this type of query but still attempted to help me. She spent 45 minutes on the line with me to try and get my query solved and ended up escalating the email I sent back to the medical review team. She also explained other benefits to me and how to make the best of the benefits available to me. Its actually quite disgusting how many people I had to go throug (some I spoke to more than once) before I found someone who was willing to go the extra mile and didnt just put me through because she didnt want to help me or didnt know how to help rather. Thank you shireen for taking the time to listen to my query and thank you for doing everything in your power to try and get me sorted.