ORANGE COUNTY, Fla. -- A Winter Garden couple said they tried to call the Department of Children and Families for two months but couldn't get through.

David and Christie Crader were trying to get assistance to care for their 6-year-old autistic son. They got a letter in September saying they needed to do a phone interview, but every time they tried to call they got only busy signals, or were put on hold for hours.

DCF has sent a letter refusing to give the family assistance because they didn't call or come in by the deadline.

"It's like you're clawing your way out of a hole and somebody just keeps shoveling dirt on top of you and every time you get an inch or two up, they throw another inch or two on top of you," said David Crader.

Eyewitness News called and had the same results, a busy signal. DCF said it was in the process of upgrading its phone system. It said it will do whatever it can to take care of any unresolved cases.