No problem. I really should read something before i reply or if I am unwilling to then just not reply since I didn't know exactly what went on - I just went by the short blub and had been there, done that, had the t-shirt so to speak.Please accept my apology for lumping my response to you in the same post as my views on his diatribe.
You have empathy, he does not and acted like a complete jerk.
I was a bit surprised by his response as well (and yes I saw his apology). I would hope agents would be compassionate when things go really wrong and understand how that emotionally, financially, etc. affects often already stressed out people. Yes the situation needs fixed which is critical, but often a kind word, some understanding, etc. goes a long way (and I'd imagine makes them more loyal to the agent as well).