Upgrade your staff training and processes

I have taken on an additional line on the 28th of Mat. Most of my days are spent in meetings giving me no time to take incoming calls. When I called 082111 today I was transferred at minimum 5 times, verified my details 4 times, spent 20 minutes on the call before landing on the desk of Vhulenda and Team Leader Linhle Nhlapo who stated that nobody can help me. I was cheekily told that I must wait for a call from the confirmations department because they have their own deadlines and target and cannot guarantee when I will receive a call. At this rate I will never receive this package because I may never be available to take this call. So where to from here?????????