Replying to students concerns

Does it really always have to this far though??Only if they picked up their calls or rep**** to their emails it was gonna be so much better…First it was the issue of marks now they are saying they are fixed but they didn’t even bother telling us..we had to call first to find out..Now I have been requesting for my stamped academic record and letter of completion with no luck…Calling them is just wasting your airtime because they are forever experiencing high volume of calls!!