Pathetic service received

Having a life threatening medical condition especially now that my voice is gone, you would expect compassion from your Tertiary Education provider. I have made numerous calls as I was told that I need to call since I'm the student even though I barely have a voice to speak. Alternatively, they advised me to use the electronic platforms which I did. It's been a week and still no feedback received despite all efforts made telephonically and via email. My query is still not resolved. This kind of service is unacceptable. It's regarding my deferral request.