“to arrange another call to go over his application and needs which should take about 25-35mins!!”
And then they didn’t call you back, even though they said they would? Well knock me down with the proverbial feather. To be honest, I’m surprised they want to ‘go over his needs’ via a ‘phone call, rather than send out a 30 page form asking for details in the minutiae so that they can
a) Ignore it
b) Lose it
c) Claim they never even received it
d) Rewrite it to say that he doesn’t actually qualify for help