They answer the phone don't say anything then put ...

They answer the phone don't say anything then put your call back in que. That way they do not have to help you as they work from home. They waste time while you remain on hold. They say a claims rep will look over your account and call you back but they will not. They tell you to constantly re fax information that they do not work on then tell you to fax it again because they did not receive it. They make up information instead of looking at your actual account. Why are hours not extended during this Covid19 time no check no money need help and no one is available to take a call. I have been on hold for days over 2 hours. Benefit on hold trying to clear up things and can not.