Can't get hold of anyone to claim

I submitted a claim via email last Sunday as I can't get into my online profile because of the bad login system. I got a automated email saying someone will call me. By Thursday no one called so I submitted a call back request on the website. It is now Saturday and still nothing. I called in today and held for 15 minutes while being told my call is important and will be answered shortly before I gave up. You're wasting my time and money! Please can someone who can assist with a cellphone claim just call me back???