"why do i have to phone umpteen times"

so i get a text saying i have an appointment at the outreach centre which i phone up and speak to the very pleasant receptionist who informs me that the appointment is in fact for the dental hospital. The text message even said phone 0121 466 5050 but for the first hour the phone is ringing out and now its engaged. i wouldn't mind if i booked the appointment in the first place but i haven't. seems like they like to randomly add appointments and then send you reminders, what type of service are they running here. clearly they need to get the text service right, infact be great for the managers to answer the phones, make them useful.