Nakiea,

sorry that there are employees like that. my question to that employee would be something like - why does my, age __, combat Veteran husband who now has to deal with health problems from Agent Orange and is mobility handicapped because of it have to make one more sacrifice (and i'd be thinking "for your sorry ass").

when my Mom was dying from bone cancer and I was dealing with Medicare, I got one of those kind of employees - and when I was asked if I would mind being put on hold (again), I said - "I can wait, but Mom is dying of bone cancer and she's rather short on time" - boy, did that get me fast and good service.

keep at them, they think you'll give up and we know better.