Offline and nobody prepared to call back

My doctor called Bonitas a week ago and you were offline. He was calling to motivate for chronic meds. He was given an e-mail address to mail the motivation documents, which he has done. As yet, we have received no correspondence from Bonitas. I call this morning to enquire about it, only to be told, SORRY WE ARE OFFLINE!. I politely request that Bonitas call me back and the operator refused saying that I must call back in an hour. How about taking my details and calling me back when you have an answer! Is that too much to ask?? R100 000 a year and you they cannot even have the decency to call you back! How am I supposed to know when they are online again??