Not helpfull at all

Every time i call to get advise... their response \they will call me back"this hardly happens i have to email and call back about 5 times. every time i need something done.... i get advised to go to either small claims court or some government department or some standard letter from them... what is the point if i was told i would have a lawyer at hand? what is the point if i need something done asap and it takes an age and i have to always remind them? what is the point of having this policy? """