I do not understand why give people a 0800 number ...

I do not understand why give people a 0800 number that does not work.
I need a simple extract from my long time card, but everything I asked for was denied by the employee who answered me at the window, who had already tried the site and also by phone, but I was able to send me within three days by e-mail. mail and nothing has arrived yet, "protocol" she said no, problem is that sometimes something simple to do and saw a total lack of interest, and people have no time and spend moving there, at this point the company could improve in my opinion.