Bad indivisuals service

Goodday : I was just with the one of your support service on the line regarding my offline store-website and I think he is the same guy I have dealt with previously. I explained to hime what was happening he ten put me on hold to speak to someone . He came back to tell me that it is not suppose to be offline .someone will look into it. I the asked how long would this take , he told me that he does not not know as the person was still busy with other cases , and he is actually doing me a favour . How can he being doing me a favor .He needs to give a service . He told me its basekits problem and I can contanct basekit . I have never dealt with basekit and paying my services through 1grid so I have that was an insult .