"Appointments line"

Earlier in the year, April time, I rang to chase up my eye appointment as I have glaucoma, and was told a provisional appointment had been booked for 12th September and that I would get a letter confirming this. So I booked a day off work. It is now September, but no letter , so I rang to see if the appointment was booked. They said they could see no record of any appointment, the call handler on the appointments line didn't even apologise and wasn't very helpful. They did offer me another date but that was when I was to restart work and as I understood it my consultant wanted me to have special eye tests, as my pressures had gone up. I was only offered a routine appointment. The call handler sighed a few times and made me feel it was me in the wrong and that I was putting her out by asking different questions , when in fact I had rung up in good time to book the appointment, had booked a day off work and now couldn't go that day. I found them very unhelpful an that it was too much trouble.