The folks at the VA don't just sit there and think "oh I'll let's this one go to voicemail" a third of the time. To a large extent, though not completely, it's alack of resources. Congressmen and women on both sides claim they care about the vets but no one puts their money where their mouth is. Don't let them tell you all of the VA problems are completely internal when lawmakers don't do anything about it. Taking care of vets from before 9/11 and 15 years of continuous conflict since then doesn't take congressional criticism, it takes congressional action.