Bad attitude

I have called in a number of times seeking assistance and the agents don't seem to have an idea how to handle my query. Finally got assisted by an agent Anda case ********** 87 today who was helpful at first but then had an attitude when i asked if I was going to be charged any penalties since this agent told me that a consultant was going to call me within 21 days which will be way after the close of submission date. I was really not happy with the agent's attitude