Help desk consultant not helpful

Usually a pleasant experience with them however this time I was struggling to get past the initial section for payment and therefore contacted the help desk. I was then redirected to another agent who, despite me saying the issue was on their website not the app, sent a link for the website to me. This obviously didn’t solve my problem and thus I took a screenshot of the error being cast to which she explained was my device, I then told her I had tried on my husband’s phone as well to no avail. She once again told me it’s the device and I had two courses of action to either use another device or go to the kiosk, unfortunately don’t have the chance to do hence me wanting the door pickup. I then tried on my laptop which also failed and humoring her I then went to a friend’s house to use their computer which also failed. Now I am forced to use another courier company as the package is urgent due to a help desk agent not actually wanting to help. Usually I have a pleasant experience, good rates and service from all involved however this is the first time I have needed to consult the help desk and it was terrible service.