Kaelo is a horrible service

I believe kaelo is in place for people who can access funds in an emergency, so I tried doing that since last week and nothing worked I was then I touch with a financial coach who requested documents this was sent I then got a response from the agent to say that he has sent a request for them to unblock me on Tuesday till this day nothing has changed, I have been emailing I've gotten no response I have tried calling however the wait times are so long it kept disconnecting the call and still nothing happened, why should this be in place if the customer service is so pathetic when in time of need.