I am not sure

I phoned SA Homeloans back with regards to an email that I read when I returned from leave. I got very irritated with this person as every single sentence he started was with 'I am not sure' . It sounded that they have a pre-defined script to read from and when I asked questions not on the script - he is NOT SURE. He is not sure of the details of the Ombudsman nor was he willing to put my complaint to the complaints department - I have to do this. I have been with SA Home loans for a few years and this was the most irritating person I have encountered - I would like SA Home loans to send me a copy of the recorded conversation, as I would like to see whether my request was unreasonable and whether I was rude. It was like speaking to a child and the only answer you get was 'because' but I got '' I am not sure'....