Nightmare trainee agent - please fix it

As a first-time home buyer I was really left in the lurch by the agent who sold to me. She was unavailable immediately after I signed the OTP, the conveyancers weren't interested in answering my questions, and she repeatedly gave me different dates for the sellers vacating (they are paying occupational rent).

The only time I heard from the agent was when the conveyancers forwarded one of my questions to her. She wasn't able to explain the transfer process to me, or willing to, but neither were the conveyancers. The agent told me to ask the conveyancers, the conveyancers told me to read a library of information on their app, and there was nobody to explain the legalese to me.

It was a nightmare but I really lost my patience recently. The sellers have stayed on in the property, paying occupational rent, pending finding a new place. All fine. I'd asked the agent a few times if she had a date for the sellers moving and each time she did. However, each date was different.

Eventually she said we'd be sticking to the date on the contract, which meant renewing a lease and rearranging my life, but it was okay. At least I had a date. She was firm about it, she didn't say maybe, she said we would stick with the date.

Only to change her mind again later. She didn't explain that the sellers had changed their minds, or miscommunicated, or at all apologise for or try to contextualise the repeated changing of dates. How could she, I suppose, when she barely communicated at all?

I emailed her about it, very upset, and she made excuses. She wasn't accountable for her lack of availability and didn't acknowledge the major inconvenience she'd caused. Even if it had all been down to the sellers being unreliable, she did a terrible job. My frustration was warranted.

I forwarded this all to management, asking for an apology and a way to hold her accountable for what she said in future. Somebody needs to help her do her job properly, and I need to not be messed around anymore.

Management sent me an impossibly rude email in reply offering further excuses and no solutions.

I since found the agent is a trainee and she clearly isn't being properly supported. Considering the state of her manager, it's no surprise.

Seeff, is this normal? Will anyone ever apologise for the inconvenience? Will anyone ever offer that agent support in order to avoid upsets with future buyers? I hope so. I'd really appreciate hearing from you. You used to have a good reputation.