No service, first encounter with service provider and not one positive thing to say

I have been trying to get hold of any consultant who would be able to assist me to confirm whether a claim for my dad had been submitted (documents submitted to bargaining council over 3months ago). I have called numerous times for about 3 weeks, left my cell number, email address, etc and still nobody has called or sent an email acknowledging my query. When you call the one number they have available you are consistently on hold for at least 3minutes and the minute you are put through to someone you either get voicemail or the hold tone plays in your ears until the call is dropped. I would not even call this service or rate it, as you would actually expect to get some sort of service in order to provide a rating.