The agent I dealt wi...

The agent I dealt with told me information that I know already and then I told them to read my query that I initially typed and may be then they will understand my issue and they then did this and told me to hold on while they obtain feedback, they took 2 hours to get feedback after I said I want to speak to a manager, they refuse to give me their name, they said after each message I type a different agent handles it, I found it hard to believe as that's very bad cause one person should have a understanding of my query imagine different people handling my query it will be a mess