Put on hold til Xmas

I called because I know for a fact that sending an email is never enough. I was on hold close to 20min. So I just want to know you don't reply to emails you don't answer our phone call; where are the beneficiaries supposed to get hold of you. Y'all know for a fact this peak cause we want to submit things for next year but no you on chill mode. How do you even justify putting someone on hold for 20mins? Schools are closing soon and we want to finalize 2023 but the trust can't even answer a miserable phonecall, has everybody gone on holiday. How nice you can afford a holiday whilst I'm trying to get school fees for my child