That happens with all carriers, though. I had pretty crappy service from AT&T today, if it makes you feel any better (not 10 hours worth, but for something that should have taken a few minutes and took MUCH longer and the rep had to call a couple of different people over to help).
Sounds like a bad experience for you, though, and is always frustrating. Don't you wish you could just get access to their systems to check it out yourself? I do.
Our company has T-Support and when there is an issue like what you had I always call them first to verify the correct plan. That way I don't have to mess around with someone telling something I know isn't true.
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No longer a BES Admin, but it was fun while it lasted!
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