Live chat agents not helpful at all.

I've been trying to sort out my returns and the Penalties on it and it seems like logging on to the live chat is the most useless thing to do. They would rather refer you to call the contact centre for help. What is the point of having a whole live chat support when they can't even answer questions... they are also in a rush as if you are boring them and they have better things to do. I need to know why was i not notified on these penalties? Why is there only penalties only one return when there are 2 years returns that i didn't file and they had to be filed before the the return that has penalties. I was speaking to Erica Africa reference number: ***. She was so rude and not willing to assist.