Don't call in to request medical tax certificates

I usually don't have a problem with platinum health but when I tried to request my medical tax certificate via phone it was very frustrating. I wait in a queue with the number position being read out and as I get closer the line cuts off, then I phone again only to find that I am at the back of the line. I transfer to a switchboard and there is a person that answers and when I ask for my medical tax certificate I get transferred to a line where no one is talking. Airtime is not cheap to waist like this and I wish the staff would be more considered about it.