Illiterate and lazy staff!

Despite getting a call from your CIB department saying my Chronic is approved: you keep sending me emails saying it's not approved. I have twice informed your CIB team that I got a call saying it's approved so why is the email contradicting the information given telephonically? TWICE, your staff reply with auto-templates to fill in the form etc... GO BACK AND READ MY EMAILS AND GIVE ME A HUMAN RESPONSE! Or this is going to Ombud!