To be fair IT has never been a strong suit for VS, and not too long ago it was hardly fit for purpose.
Having said that, it is much better now, and I have never experienced phantom availability on the website.

With regards to the agent, you didn't say if you called the US or UK call centre, but as with any organisation, some of their phone agents are better than others. My personal experience over many years is that generally the UK agents are friendly, competent and helpful.

If you get any agent that doesn't tick those boxes, I would just HUACA.

Nick