No help received when husband was in hospital

Held on a call for over 15 minutes trying to get access to a private room for my husband. The consultant at client care did not know the rates so she put me through to another department. When transferred to the second department, i was told that the lady who initially spoke to me should have given me the rates for a private room as they have the codes, and the call was dropped. i did not receive a call back and do not have the information i required.