"The GP did not call"

I filled out an e consult as requested by the gp practice to get a phone call for my elderly grandparent. The GP did not call so I called to find out why and they said they won’t as they have no staff. I took the day off work for the call, my nana has given the GP practice permission for me to deal with her care. The practice are refusing to provide help the answer was to call an ambulance for something that certainly did not require an ambulance - advising to use resources that’s not required.