Arranged collection of my aunts equipment when she...

Arranged collection of my aunts equipment when she passed away. Asked for them to contact me to give me notice to get to the flat and let them in but this wasn't passed on. A very less than helpful advisor couldn't offer any solutions except another date in 2 weeks time with no promise that the same thing wouldn't happen again. What a waste of a days annual leave up since 7am waiting. Shocking!