Bad online service from Brad

I need to get authorisation from Fedhealth, I normally get it from online chat assistance,like I normally do. But Brad insisted that I email the documents. I currently have email difficulties. He then asked how I be able to receive the authorisation letter, I rep**** that it must be send it to work. He then said I must please use the work's email to send the documentation through. I really do not have time to explain the why and why nots I only need assistance and service. He then said if I can not mail I must phone. Really? Why must I phone if I know I can be helped with online assistance. Why all these issues only to get helped. Bad service from Brad. I normally get great service overall from fedhealth but this time I will give it 1 star. After I told him I will report his bad service then suddenly I was asked the needed info. I did not want to give it, due to he could've done it in the first place. I rather want assistance from someone who are willing to help.