"Admin staff giving hurtful clueless direction"

After being told to do so by the hospital staff, I called the admin line of the hospital at 9am to start the process of becoming an egg donor. Once I’d explained why I was calling, the man who answered told me to call back at 10am for my request as it required a nurse’s input. After calling back at 10am, I was told by the same person that actually no nurses were available and to ring again at 12pm. After ringing at 12pm I spoke to a nurse who told me (despite what I'd previously been told earlier that day) that I did need to speak to admin, not a nurse, so that they could take my details and that the team would ring me back. They did not. I called again at 3pm hoping to get things sorted (each time ringing was 25+ minutes on hold during my working day) and got through to the man I originally spoke to at 9am and 10am and was told I “did not need to call at all” and instead should write in a letter to start the process. I am very upset that I was not informed of this originally, especially as I spoke repeatedly to the same admin staff member throughout the day, and he knew of my query the entire time, so I’m very shocked he continued to tell me to call back. This is a really sensitive issue, and I went through such an ordeal even just to start the process. I called 5 times in total and was on hold for at least 25 minutes each time. I’m really hurt by the dismissive, changeable, and cold treatment I received from the admin member of staff.