I’m upset

I’m so mad right now, I have put in a claim yesterday 10th Sept online and their response was that I’m going to receive feedback in 3 hours, that didn’t happen I called them today which is 11th stood on a call for 14 min before I spoke to someone, her name is Portia she promised to send me a form which she didn’t. I later downloaded the form online after searching if it was available, Called again and waited for 11 minute' spoke to a lady I asked about the unnecessary information I had to fill she hung up on me after I had wait for so long on the line, kindly check for me who is the person that answered my call cause this can’t be accepted especially during this difficult time I’m in