"Lost details"

My son had an appointment to get his ears checked after a speech therapist thought he had ear trouble but this 'hospital' lost his details. I got a letter from the hospital asking me to make appointment and after I did I got another letter saying an appointment had been made. The day of the appointment I phoned to see what time it was because I couldn't remember and they said there's no details of referrals, appointments only his date of birth. Then they was adamant that I can't ring for an appointment even though I did. Bradford Royal Infirmary you are a dreadful hospital and I get treated better at Leeds General Infirmary!