I am in a lot of emotional pain

Creativeboy23

Yesterday, a complaint handler never contacted me when we had a call scheduled. I tried to call the complaints team twice but I could not get through. So, I had to leave a voicemail for her. I have made the effort to be available and have had to follow up. It feels unfair to have had to chase after her when she was the one who missed the appointment. I have been feeling resentful, disappointed, and frustrated. The experience caused me to predict what will happen, making me feel more upset.

Today, I received a call in response to my voicemail. The call handler said she does not know the person, and that there are lots of complaints departments, and listed most of them. She focussed on the fact that I contacted the wrong service rather than primarily acknowledging my missed telephone appointment. She could have tried to locate the complaint handler and get her in touch with me.

I expected some empathy and understanding, recognising that navigating the various departments can be confusing for patients. Instead, her tone came across as rude, making me feel personally attacked and upset. I am already feeling let down by the missed appointment. So, this experience made me feel worse. I felt blamed for the initial problem when the complaint handler was responsible.

Even though there are always possibilities to situations, my feelings are real and valid. It is understandable to feel these emotions after my negative experiences.