I used to call them every two weeks as well, mostly because I couldn't control my anxiety. Usually when I called, the agents asked what he/she could do for me today, then put me on hold and returned with whatever updates he/she had. The last time I called was on 01 Feb. Surprisingly, the male agent asked WHY I called today. He only checked my account once I had done explaining to him why I called. A little bizarre.
When you encounter someone like that, who is unwilling to give out any info. Say thanks and hang up. Your time is very important, hang up and call the other one.
Out of all my calls to them I only encountered a mean agent once (she was exactly the same as described by someone above, didn't put me on hold to check my file, rather asked me questions like 'what did the agent told you last time' ...'it is the same' lol).
I said thanks for letting me know, have a nice day and hung up and right away called again, the next agent was soo pleasant like all others, they put me on hold, checked my info and give me the answers.
So, don't waste your time, hang up and call the next one.