first time worst service ever

I called in on 18th february regarding our building protection papers because the plot number on paperwork is wrong. The lady spoke to first told me that no one could help me because everyone was on lunch break so she did put me through to where I could leave a voice message for them to return my call. Eventually about 3hours later someone did call me back and explained my situation and the lady could not help me and had put me through to someone who would be able to assist me. The fone where she transferred me too kept on ringing for about half hour and suddenly the fone just went dead on their side. Me and my husband is soo unhappy with this kind of service. Our new house is not even in our name yet but ooba already giving headaches. How could they have gotten the plot number wrong or should we pay for someone elses building protection. We feel like cancelling with ooba straight away!! VERY UNPROFESSIONAL