"Getting it right"

After chasing up my appointment I was told on the phone that my appointment was next week at 9.30 am I asked why I hadn't relieved a letter to be told it was a good job I rang. Took today off work to attend the appointment only to be told the member of staff I had spoken to the week before made a mistake and was actually looking at last years appointment , same date same time different year. Couldn't be seen so it was a complete waste of my time. How can someone get it so wrong ? what type of secretarial staff are they ?