Poor telephone support wit a dispute

When dealing with routine matters like hospital admissions discovery staff are well trained and excellent. However when disputing anything they are terrible. I have been trying to find out why a hospital admission was refused without success, Firstly I have been put throng to the wrong department several times after quite unreasonably hod times on the phone. I have then been informed that the relevant person who can help me is busy and will phone me back. This never happens. I have phoned back and quoted reference numbers but this has not helped. I am at my wits end with this company!