Call waiting

I requested a call back online(2nd attempt) because I had a query on my policy, when they eventually called I had completely forgotten that I even wanted something from them (call received 2weeks later). On the 1st request they responded quickly but i unfortunately had phone problems so they couldn't reach me.<br> <br> On my 2nd attempt they called me at 7am, couldn't answer as I was driving, and they immediately sent an sms that they couldn't reach me. After 1 phone call!! Why didn't they try again a bit later, say lunch time? I work for an insurance company and we don't call customers before 8am. When I got the missed call, I immediately requested another call back, which im still waiting for! If the call back option does not function well, then it should be removed from the website.