Pathetic Service from the ***** Department

We've been reported a ***** case 3 weeks ago. Opened a case at the Police station as requested and just can't get hold of the person handling our case. To get hold of the ***** department is even worse holding on for minutes and minutes. We had three phones on at the same time to get them to answer and if they answer eventually all they say we must just hold for the person working on the case, then again is she not available and will contact us back and so the cycle all over again the next day.