"Terrible communication"

Put on hold for 3.5 hours to speak to someone. Initially attempted to use “Sunny” but every option was replied with they cannot process your request. The online form did not cover what I needed. I was number 2 in the queue for over 2.5 hours so clearly no one answers the phone. I’m a NHS Nurse myself and would be disciplined leaving patients on hold for 3+ hours! And this was my only day off this week to try sort my issue out!!!