Frustrating poor service by the call centre

I have called MIBFA several times, and have continous problems getting through and also very poor service and feedback from call centre. I called today and after call was answered by call centre agent, before you can actually tell them what the query is, they cut the call. Which means you have to try calling about 5-6 times and a waiting period of about 10 minutes before someone answers the phone. The call centre agents dont even know how to solve an issue regarding a surplus claim. I have a claim that is pending for 2 years and after sending documents 3 times over and over again, the claim is still not resolved. The response and service from MIBFA is the worst i have ever experienced.