Does the scheduling department ever call or answer their phones?

I made contact with Cartrack to do a de-installation and schedule a re-installation. Everything went cool when chatting to the consultant, he said the scheduling department will phone me shortly to arrange. No phone call received, so I phoned as well, on Thursday 12 September after still not receiving any calls I phoned 6 times and held around 15-20min at a time and no answer, I know the cartrack on hold track by heart now.... So then I phoned PTA branch directly 3 times on Thursday, ask the receptionist to please put me through to scheduling, and also holding for 20min+ at a time and no answer, Friday the 13th, I tried again by phoning the pta branch and this time I get put through to the other branch and also no answer, entire friday went by and still no phone call to schedule, the car is no longer in my posession where the de-installation is to be made, I did an online self service de-installation and re-installation request providing all the contact information, and guess what, still no phone call received to schedule anything.