Bad Customer service

I am failing to get assistance with my query after a consultant gave me a Reference No. P ***- 01 to use & email documents to *** ?

Not getting any joy of a service unfulfilled but got a reportback email saying Transunion cannot accommodate submissions of disputes? How is it that so ? After a call I did make and was misinformed ? OR it is just a bad very poor service from their side! I am frustrated because I did send required documents as per instructions! I do not feel the need of contacting them for the same issue all over again when I was assured that the matter will be resolved within 7 working days?

Very dissatisfying service.