Poor outbound customer service

I sent my documents on Thursday ( 26/10/2019 ) as requested. On Friday I called Capfin and spoke to them. while talking my phone went to the brink. Saturday they tried calling me and cause my phone was faulty I could not answer. On Monday I called from the landline at work and spoke to numerous people who said that I am sitting in a queue and will have to wait 48 hours for a call back. I made numerous calls only to be said from different call centre staff that I do not have a call me back. But was told that they will call me this morning 8.30. And as yet no one called. When I called Capfin I was told I am still sitting in a queue even after 48 hours have passed by.