I am really sorry to hear of your experience, bob789.
I have been subject to the same kind of treatment from various providers over the years. Drove me nuts!!!
I also worked for a data center where a couple of techs had major "communication issues," shall we say
(as well as hated their jobs) and they too were unfriendly, short, surly, and unhelpful. Urgh, that behavior just GRATED on me!! Customers (and co-workers) don't
deserve to be treated that way.
I eventually left the company because no matter what I tried, I wasn't able to change things for the better. I had to quit to maintain my sanity and
my integrity. I just couldn't work for a company that wouldn't step up and make changes to protect and care for their customers.
About the only thing I have been able to piece together in my time in the tech field, are simple observations of personality. Yes, these are generalizations
and of course everyone is different
... it seems to me that many techs are gearheads, and they just aren't touchy-feely, super-communicative critters. We need
gearheads to run servers, they generally do a great job at mechanical and technical sorts of things.
However if these same people are going to be interfacing with the general public/customers, then they absolutely MUST
leap outside of their comfort zone and communicate openly and fully
when dealing with customers. As in, lots of words -- polite -- patient -- respectful -- and being a willing teacher.
In my experience, this is like asking a turtle to fly.
A number of techs simply haven't "got it," and yet somehow
they still keep their jobs... it is one of the great mysteries of the universe....
Of course there are all sorts of people in the field, with lots of mileage to vary!!! I am just trying to explain some of the extraordinary cases I've personally seen which matched the end-result that the OP presented.
Just my very humble 2¢ worth, of course.
Bob, I hope your luck turns around and you have many better days ahead of you.