Worst service received and *********** staff

I am new to the fund but experienced nothing but problems, slow to no responses, mixed information. You cant call the number from a cellphone and where the hell must i get a landline when im sitting at th surgery. The App is useless cos the agents tell u strait they cant call u or no voice notes so must type ur whole situation. I need to know im covered when im sick and need it most but the agents are realy not keen to assist.