Poor service

Ime a new member. I've the phone I get told there is no waiting period for benefits. I receive my terms and there is a waiting period. I'm trying to speak to a consultant for over 2 days now and my app is useless. My debit order did not go off and I can not get in touch with a single person so see what is going on. My daughter needs to see a doctor this morning as she fell ill over night. Someone please call me