"Pointless Online Contact System"

I had a query regarding an item on my repeat prescription that is currently out of stock at the chemist and wanted some advice. I filled in the online Administration query form with the details. I received an immediate response back saying they didn't take medication requests through the form and to complete a medication request. I phoned the surgery and spoke to the receptionist and explained it wasn't a request, it was a query. It happened to be the same receptionist who had refused to answer my original contact. She said she'd have to get someone to call me back tomorrow afternoon. What I don't understand, is why she simply didn't do this in the first place? She could easily have replied to my original message saying she would arrange for someone to call me to discuss the issue tomorrow. Instead, I had to phone and repeat my query, wasting both my time and hers, and blocking an already busy telephone line.