24h helpline ****

We have been trying to reach out unsuccessfully, we've contacted the "24h" helpline and were told that we'd get a call back, i waited but no call was made. The next day when i was at work and unable to take calls then they want to call. After 2 attempts they give up. I am unable to take calls during the day as I am not allowed to have a phone with me at work. What is the point of having a 24 hour help line if help cannot be accessed 24 hours a day?