I agree! I just wanted him to take a look at my case and tell me what he sees, as I was really excited about being able to talk to a real person after getting disconnected so many times! haha He was not rude at all but was just not willing to do much! I had all my personal details and application # ready for him to check but they weren't needed. : PCall them to see what they've been doing with your case. Even though you sometimes get unpleasant agents, it's their job to give you some insight. They can only blame that PR process is not transparent enough.