Assurance Wireless – Agents hired do not care to work

I been on the line with an agent for an hour. He does not know what he is doing. I asked him how much longer would my request to get a new phone take and he replied "I am doing you a favor" and then he stopped replying. I am currently still on the line and he has not responded back to me. My question is why did people like this get employeed when they do not care to do their job. This conversation started roughly around 3:30 pm from an Orlando, FL number. Please look into this call. This is highly unprofessional. As I am writing this he came back on the line to give me the number of where to file my claim. After keeping me on HOLD FOR 1HOUR! This is hilarious to know someone is paying people like this to play phone games.