Asking Questions Not Needed

I recharged on the internet and it wasn't loading, I phoned in and asked when will it be loaded, they knew that there was a problem but they cant just tell you they have a problem, for what cant they tell you, they first ask your phone number and who are they talking to etc.....i complained about this, and the response is they want to know who they are talking too, i phoned from my cell c phone don't they caller id either???