"False statements"

I rang to make an appointment for my toddler, so was ringing for hours before they finally answered at 12ish and was told the doc will ring me back today so I waited all day for a call.

I made sure no one else had my phone and that it wasn't busy- but no one rang. Finally, I called back about 17:50 to be told that the doc isn't available now and that their system shows they called me at 14:25 and they've added a note that I had spoken to them and an appt was arranged for 15/03/21. How?? Blatant lies. Whose ghost were they talking to?