Shocking customer service

I called *** to arrange refund for my husband's hospital bed at home. I called 3 times, was cut off twice, was transferred 4 times - eventually I gave up. Each time I called and was transferred I had to go through the same questions etc over and over? My husband has an inoperable brain tumour and I do everything for him. Is this what he has been paying for Classic comprehensive for so many years? Zero empathy for our situation and total lack of compassion.