Frustrated

Their complaints department called me and promised to have someone call me to make arrangements but no one ever called me and when I call the complaints department and give them my ref.number I'm told I need to have a app for them to be able to track my request. I am so frustrated and hopeless at the same time. I think no one is going to help me.meaning my children's home is going to be auctioned Can anyone help.me please I.beg