Department of Children and Families - Florida reviews and complaints

I begin calling
[protected] on friday 8/26/16. Calling at 8am i am immediately greeted with " your wait time is 27 minutes". (I'm not sure how that works since they don't even open the phone lines until 8am). I left a request for a fallback which according to the recording will be returned at the time you would have waited on line. No callback.
Monday, 8/29/16. Called at 10am. Again, wait time is 24 minutes but leave a message for a callback. No callback. Called again on this date at 3pm. This time i receive a message stating that call volumes are extremely high and to call back. No option for them to call me.
Tuesday 8/30/16. Called around 9am. Same deal. Wait time 28 minutes but can request a callback. This time i left a specific date and time for a call. I requested wednesday at 10:30am. No callback. I called around 3pm and again requested a callback due to ridiculous wait times. This time i'm greeted with "press 1 to cancel your previous callback request or 2 for a new call back? How can you cancel something that never happened? But again i requested a callback. All to no avail. I am the guardian for my grandchildren and need insurance info.
I have received several letters asking why the children have not seen their pediatrician. This is why. I don't have any information regarding their hmo and they have them listed to the wrong pediatrician.

We (wife and I) applied for food stamps in 2014, qualified for a few months while our income was low, got off when income picked up, no complaints there.
In 2016, we live in a different part of the state, we got laid off in February, were out of work a month, qualified for a month and a half of emergency assistance, provided documentation of our loss of income, then were abruptly cut off at the end of March for not providing documentation we were participating in work programs, which we were never asked for, but would have gladly provided since I am collecting unemployment and have to do that anyway. We are looking for work, and my wife got a job at the end of March, so we reapplied on April 1st.
We finally got word that our previous application was closed as punishment for non-compliance. There is no timely guidance from this office for rules that are unfair and unclear. We were told after almost a month that a decision would be given on our new application, were told specifically that all necessary documentation had been provided, but just found out, only by calling, that our application is denied that documentation is missing.

It's not that the office is inaccessible, though there is always a delay and automation to navigate, but when you do reach someone, there is no consistent answer. Now, we are not even able to obtain information about the application online because the login has been locked for over a week.
The contact provided to us at DCF is Jennifer Sanatana, number [protected], who told us that our proof of Loss of Income was on file, but we have been unable to reach her since we found out our application is denied.

We are going to the local DCF office, and from what I hear, once you get in the door, there are no reps to speak with in person, you have to get on a phone there and speak to someone in Jacksonville. I will do this, to request my appeal, but honestly, we need to figure out which people in the legislature are failing to take action on this situation, and replace them immediately with our votes.