I'm not surprised by this. Etihad's telephone customer service is horrendeous. Severe language problems with English, inexperienced staff, and really no dedicated experienced customer service agents even for Gold Elite flyers. I just try to avoid calling them at all costs. The only time I ever do is to change my chauffeur details after IF i have to change them after making them online, booking a seat assignment, or having to change my flights.
They are making a new Manchester call centre, but not sure who will be routed there. Etihad's Gold Elite email is great, but still lacks compared to other top airlines top tier customer service exclusive contact methods.