Typical CSR response. If they don't know the answer, they make one up. That's less work for them. HUCA may get you someone that knows better or asking for a supervisor may help. Sometimes when the lines are busy, you get routed to the next available agent regardless of their training level. This might work for 75% of the calls but frustrating for the rest. Personally, unless I need action now, I post the issue to chat line or use their webform to make sure the issue is communicated correctly (if only they are able to read it correctly).