no help or guidance or communication what so ever

Please may I ask that someone from your settlement dept give me a call is it really to much to ask to pick up a phone and call your client??? On Friday i asked that someone call me as i have some questions about how the settlement process worls and still to date no one called me i then enquired again this morning told they only open at 08:30 but case was logged and takes 3-5 working days does it really take you 3-5 working days just to call a client with questions as to how the settlement process works and what to expect and how it will work??? 5 days just to call a client and give some guidance!!!!! then i try to call your call center myself and then just keeping getting told all the agents are busy and the phone gets put down in my ear. Worst customer service ever no help or guidance or communication what so ever