Incomptent!

Nedgroup is driving me crazy , spoke to 3 consultants so far and it seems they lack of knowledge regarding their product , after speaking to them for 16 minutes trying to explain one thing over and over again , I eventually dropped the call since they stating that I don’t have a benefit that is clearly depicted on my statement! Can someone who actually knows the product and what is going on there please resolve or do I need to draw pictures to make myself understood!