Two week response time, completely arrogant consultant

I sent a request to Fedex for an update on a shipment, only to receive a reply two(2) weeks later! Now I find this to be an extremely poor response time. Further more I called fedex on the same day for assistance and a consultant presses me for my name, even though I am looking for an email address. I am then told I am being rude for choosing not reveal this. This is also very unprofessional and completely unfriendly service. If I choose not to give out my name surely your consultants can understand and call me Ma'am or sir but of course this can't be the case, I first need to be called "rude" for not revealing personal information.