Often customer service systems don't capture what you think.
even if there is data in the system, the CSR may not notice it or find it.

Rude and mean CSRs is part of the Industry. once can understand that nobody has a perfect day or performs perfectly. Ultimately, the larger a company is and more CSRs they have; the more likely they have bad apples.

This does remind me of some major mobile phone companies that drop complainers. In this case, those calling up to a thousand times in a year.