"Contradicting, unaccomodating and poor"

I was told that if anything was every to break or move with my brace to contact straight away to book an emergency appointment. My brace completely snapped after 3 days of it being tightened and I called over 3 different days whilst at work to try and arrange an appoitnment and was unsuccessful in getting through each time. I finally got through on the 4th day which was a Thursday and tried to book an emergency appointment for the same day or on Friday. I was offered 12pm on Friday, which wasn't suitable as I am in full time work which is located 15 miles away from the hospital and I don't drive meaning that I would have to take 5-6 hours out of work on a days notice to go. The reception than began point scoring with me stating "I will put on file that you have rejected this appointment but we did offer" I have made the orthodontics aware that I can only do evening or early morning appointments many times before. I then asked if they had anything for the following Thursday as I am working away Monday-Wednesday. The receptionist replied "Thursday? Can't be the that much of an emergency, you need to come in sooner or your brace won't work" I asked when the next appointment was and she then states the 22nd May which is 11 days later. How can you ask for an emergency appointment and not have one for nearly 2 weeks? So now I'm having to pull my gum off of this massive spear of a brace that is just about in tact after only being tightened and replaced a week ago. I have a massive ulcer on the side of my gum which is unbearable to eat as it rubs the sharp and broken wire pointing straight into it. My face is swollen on one side, I look like The Elephant Man! I then asked for some wax to be delivered as I haven't received any during my treatment with New Cross, the reception became at least slightly interested and concerned with their patients and promised to send on First Class. I have came back from work today to a letter addressed to myself, 85p First Class postage paid and there is nothing but dust inside. Someone has sent me an empty envelope! Is this a joke? Called up obviously the whole department is away. About as useful as an empty envelope, not a hint of customer service, ownership to mistake or genuine care about anything else but their lunch hour and 5pm on a Friday. New Cross? More like New Cross the road and go to Manor Hospital am I right? But no you've let me down and I'm now having to probably hunt down some wax and wait 3 weeks for an "emergency appointment". Haven't helped or tried to help one bit with this, just trying to cover your own back on the 'system'.