I have called multiple times and I am just trying ...

I have called multiple times and I am just trying to understand what is going on with my case as it appears that there in an error on their end. They are rude and just act annoyed. They have money that is owed to me however they cannot seem to say where it is going etc...How fair is that? All I ask is to be treated like an actual human being. The point of calling them and waiting on hold forever is to try and resolve a situation. I was not rude one bit but all they did was act annoyed with me. Seriously ridiculous.